Offer summary

Qualifications:

2-3 years of experience in customer support roles, Excellent written and verbal communication skills in English (C1 level), Strong analytical, problem-solving, and organizational skills, Experience with tech tools like Google spreadsheets and Hubspot is a plus..

Key responsibilities:

Resolve issues for content creators and manage support tickets

Track customer support efficiency metrics and provide insights for process improvements

Maintain and update the FAQ for UGC creators and automate support communications

Coordinate tasks for the Customer Success team and manage transaction decline requests.

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.

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