Customer Support Analyst
About this role
Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators. We connect companies with more than 68,500 trusted creators in 35+ countries, mainly in the U.S.Through Insense, brands can easily make content, run influencer campaigns, and grow their business. Today, over 2,000 mid-sized brands already use Insense to power their creator marketing.
Creators are shaping the future of marketing and driving real business impact. Join the economy that’s transforming how brands grow, we’d love for you to be part of this journey!
Founded in 2016, we are a remote-first company of 40+ people from 13+ countries.
About the role
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
Comfortable leveraging AI tools (e.g. Claude, ChatGPT) to improve efficiency and output quality
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
This role is open to anyone based in LATAM under a contractor agreement, meaning you will work as an independent contractor and manage your own taxes and local contributions according to your country’s regulations. Kindly select the “Worldwide” option in case your location is not listed.
Please note we use a third-party payment provider that does not operate in the following locations: Afghanistan, Belarus, Crimea (Ukraine), Cuba, Democratic Republic of Congo, Donetsk People’s Republic (Ukraine), Iran, Iraq, Kherson Oblast (Ukraine), Libya, Luhansk People’s Republic (Ukraine), Myanmar, North Korea, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen, and Zaporizhzhia Oblast (Ukraine).
Originally posted on Himalayas
