As a member of the Support team at Descript, you create phenomenal support experiences for multimedia creators around the world. You'll work directly with Descript customers to help them get started, answer product questions, and track user feedback. Serving as a member of our small but growing team requires a dynamic skillset and we’re looking for someone who wants to share their passion for technology with a diverse and committed fanbase of customers.
The Opportunity
- Deliver fast, friendly, and accurate support to Descript users through live chat, email, and occasional video conferencing.
- Guide users through product workflows, explain feature behavior, and help troubleshoot technical issues.
- Capture and record accurate and detailed information using CRM tools.
- Contribute to team knowledge by flagging trends, bugs, and documentation gaps.
- Assist with verifying internal documentation, macros, and chatbot behavior to keep support materials up to date.
What channels you’ll use
We use chat, email, and video calls to support our users directly, while using social channels, including Reddit and Discord to communicate more broadly. We ask that you have some comfort level in video calls for troubleshooting and workflow assistance.
Role Requirements
- Able to commit to a working schedule of 8a–5p PT, Tuesday–Saturday (hours/days subject to change).
- 1–2+ years of experience in customer support, technical support, or a related role on a rapidly evolving software product.
- Demonstrated comfort reading and working with REST APIs — you can read API reference docs, interpret JSON responses, and identify malformed requests.
- Familiarity with tools like Postman, curl, or comparable API testing utilities.
- Hands-on experience using multimedia editing software (Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, or similar).
- Familiarity with Zendesk or comparable CRM platforms.
- Familiarity with Stripe or other payment processing systems.
- Must have an appropriate remote work environment (stable, high-speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and customers.
About You
- You believe every support interaction is an opportunity to build trust with the user and gather product feedback for internal teams.
- You are a strong written and verbal communicator who can translate technical concepts clearly for audiences of varying skill levels.
- You are inclined to break things to find out how they work.
- You are fine with ambiguity and are comfortable in that gray area where its up to you to determine a resolution path.
- You are looking for an opportunity to help build what support looks like. AI is a weird beast, and we are not sure what traditional support roles will look like in the future with its influence. Let's figure it out together!
The base salary range for this role is $62,000–$95,000. Final offer amounts will carefully consider multiple factors, including prior experience, expertise, location, and may vary from the amount above.
