Customer Support agent (vidrush.ai)

Vidrush.ai | $500–$750/month (growth to Senior Support $1,000+/month+)
2 positions available | Urgent hire

We’re hiring 2 full-time Customer Support Agents to help users get fast, clear support across ---------- , our support platform, and internal team communication.

This is not a basic “reply to tickets” job. You will be expected to think, troubleshoot, and take ownership, including helping users inside the Vidrush editor and escalating bugs properly to the dev team.

?? We need someone urgently. Only apply if you can start within the next 24 hours and can join an onboarding call immediately.

About Vidrush (What it is + how it works)

Vidrush is a platform that helps creators produce YouTube-style videos faster using AI.

A typical workflow looks like this:

A user chooses a video topic and provides instructions (style, tone, and preferences)

Vidrush generates a full video draft (script + visuals + voice + motion graphics depending on the user’s settings)

The user reviews the output and can refine the result

The user can open the Vidrush web editor to adjust things manually, such as timing, visuals, or layout

The final output is exported and ready to publish

Because video generation involves many moving parts, support is a mix of:

answering questions quickly

helping users understand the workflow

troubleshooting when something goes wrong

collecting the right technical details so the team can fix issues fast

Shifts Available (2 Roles)
1) EU Hours Coverage (Night Shift – Philippines time)

Full-time

Must be online during Dutch working hours

Remote

2) Philippines Hours Coverage (Day Shift)

Full-time

9 AM – 5 PM Philippines local time

Remote

Pay

$750/month starting

Room to grow into Senior Support ($1,000+/month+)

Growth is based on speed, reliability, problem-solving, and ownership

Your Responsibilities
Customer support (fast + clear)

Reply to users quickly and professionally

Support users inside ---------- (required)

Use our support platform to track and resolve issues properly

Help with common support categories like:

onboarding questions

account/access issues

billing/subscription problems

refunds, plan changes, payment failures (Stripe)

Technical troubleshooting (important)

You will also help with technical issues like:

generated videos missing sections

voice problems (wrong voice, voice blocked, missing voice, errors)

rendering/export issues

timeline/editor issues

“video looks wrong” cases where the user needs help fixing it inside the editor

You don’t need to be a developer, but you must be technical enough to troubleshoot logically and collect the correct details.

Using the Vidrush editor

You must be able to use the Vidrush web editor

You should be comfortable navigating timelines, checking elements, and helping users make fixes or understand what went wrong

Internal communication + escalation

Monitor Slack regularly to stay updated on bugs, fixes, and internal announcements

When you don’t know something, you must:

communicate clearly to the user that you’re checking

ask the right internal teammate

follow up until you get the answer

keep the user updated (no ghosting)

Escalate bugs properly with:

clear summary of the issue

screenshots / screen recordings

user/project IDs when relevant

steps to reproduce

Must Have

Strong written English (clear, professional, friendly)

Fast response speed and reliable availability during your shift

---------- experience is required

Comfortable using Slack daily

Familiar with Stripe and billing/subscription workflows

Comfortable using admin dashboards and internal tools

Able to learn and use the Vidrush editor

Proactive mindset: you solve problems, you don’t wait to be told

You communicate clearly when you’re unsure and chase answers internally

Nice to Have (Big Plus)

Experience using video editing software like:

CapCut

Premiere Pro

After Effects

DaVinci Resolve

Final Cut

YouTube knowledge (faceless channels, documentaries, creator workflows)

SaaS support experience

Startup experience (fast pace, constant updates)

What Success Looks Like

Users get answers fast and feel taken care of

You can troubleshoot issues without panicking

You escalate bugs with high-quality details so engineers can fix them quickly

You communicate clearly when you’re unsure and follow through

You take ownership and don’t need to be micromanaged

Urgent Start Requirement (Important)

Only apply if:

You can start within the next 24 hours

You can join an onboarding call immediately after being selected

You can work full-time and be consistent daily

How to Apply

Please send:

A short intro about your support experience

Your ---------- username

Which shift you want (EU-hours or PH-hours)

Your internet speed + headset/mic confirmation

(Optional but preferred) a short example of a customer support message you wrote

(Optional) your experience with video editing tools (if any)