Job Description

About Us Goldcast is an AI-powered B2B Video Campaign Platform that transforms marketing by putting video and events at the heart of the customer journey. Thousands of enterprise B2B marketers, from companies like 6Sense, LG, Zuora, and Mailchimp, leverage Goldcast to more effectively get in front of their audience, repurpose and create engaging and consumable video content, and capitalize on brand authority and intent. Goldcast was founded in mid-2020 at Harvard Business School. Since then, we have raised over $40mn, built a bi-continental team of excellent teammates, and are one of the market leaders in the enterprise digital events space. We count 400 great B2B firms as customers and were recently featured in G2s list of 100 fastest-growing software companies. Position Overview: As a Frontline Customer Support Specialist, you will be the first point of contact for customers, ensuring smooth event execution and resolving inquiries efficiently. You will play a key role in troubleshooting live event issues, collaborating with internal teams, and delivering an exceptional customer experience. This role requires availability for night shifts in IST (Indian Standard Time) to support global customers. What You ll Do: Provide responsive and empathetic customer support via email, live chat, and other channels. Monitor live events, especially high-risk or high-visibility ones, to ensure seamless execution. Troubleshoot technical issues quickly and work closely with Technical Support and Engineering to resolve escalations. Collaborate with Customer Success and Implementation Teams to support client needs. Stay updated on product enhancements and best practices to assist customers effectively. Conduct event readiness checks to verify that upcoming events are set up correctly and identify potential gaps. Who you are: Experience: 1+ year in customer support, preferably in a SaaS or technical environment. Availability: Comfortable working night shifts in IST to support global customers. Technical Aptitude: Strong troubleshooting skills with an ability to grasp new technologies quickly. Experience with event monitoring tools is a plus. Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear, customer-friendly manner. Customer-Centric: Passion for delivering outstanding service, problem-solving on the fly, and ensuring customer success. Collaboration: Ability to work cross-functionally with Customer Success, Technical Support, and Engineering teams. Metrics-Driven: Familiarity with KPIs such as Customer Satisfaction, First Response Time, and Full Resolution Time. Compensation: Goldcast is a remote organization with access to an office in Boston for occasional gatherings. The CEO is located in the Boston area. Goldcast.io offers a competitive salary, benefits package, and opportunities for professional growth and development. The salary range for this role is 8,00,000 - 15,00,000, with flexibility based on the candidates qualifications and experience. Additionally, we provide a comprehensive benefits package. Goldcast.io is an equal opportunity employer and values diversity within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.