Job Description
Insense is a rapidly growing B2B SaaS/Marketplace platform that connects brands with creators and influencers for impactful collaborations. Make an impact in the creators economy and join efforts to become a first-choice creator content & ad platform for e-commerce.
We are inviting you to join us on this exciting journey!
👋🏻 Hey there!
We are currently looking for a Customer Support Analyst who will give all the support to the Content Creators from US, Canada, EUR and UK in our platform, working at our Creators Growth Team!
📍This role is open to anyone based in Americas Time Zone
⏰You must be available every working day between 9 am and 6 pm EST.
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Who we are looking for
Required:
- 2-3 years of previous experience in a customer support role
- Excellent written, verbal communication skills (English proficiency level C1)
- Experience using tech startup tools like Google spreadsheets, Slack, G-Suite
- Strong analytical and problem-solving skills
- Customer orientation and ability to step into customers shoes
- Proactive and self-starting attitude, ready to work in dynamic startup environment
- Strong organizational and planning skills
- Ability to deal with a high volume of tickets / tasks
- Ability to work independently
- Experience of working with content creators / influencers is a plus
- Experience of working with Hubspot is a plus
Responsibilities
- Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools)
- Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved
- Define and optimize structure of support ticket classification tags to create transparency of support volumes
- Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category)
- Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction
- Build a library of typical answers for support requests and automate support communications where possible using Intercom tools
- Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues
- Regularly check status of ongoing platform transactions
- Send follow-up emails to unresponsive content creators
- Track content creators with a massive amount of unresponsive transactions and DM them in social media
- Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts)
- Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators
- Resolve issues spotted from the transaction status checking process
- Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close)
- Support management in AppStore and Google Play (answer to reviews)
- Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas
What we offer
- 💻 Forever remote role
- 📍Work from anywhere
- 💰Salary in USD commensurate with your experience and location
- 🏖 +15 days off + US holidays
- 🌎 International exposure to global clients and employees
Apply Now