Posted on: 
March 30, 2024

Customer Support Associate (Contract)

Job Description

Your Mission:

As a Customer Support Associate, your job is all about making our clients happy and keeping things running smoothly on our platform. You'll be the go-to person for anyone who needs platform assistance, both inside and outside the company. Your main tasks will include troubleshooting issues, providing updates, and delivering top-notch customer service. We need someone who's proactive, can handle technical issues, and communicates well to be successful in this role.

Your Responsibilities & Problems You’ll Solve:

  • Provide customer support using a variety of communication methods, including email, telephone, and CRM tools like ZenDesk and JIRA
  • Resolve queries related to site navigation, metric calculations, and other platform-related issues
  • Provide timely and accurate updates to clients and creators regarding their technical issues
  • Collaborate with internal teams such as Customer Success, Brand Management, Product, and Tech to troubleshoot on behalf of clients and escalate necessary site issues
  • Improve the customer experience by collecting and summarizing feedback to provide to internal teams
  • Create and consistently enhance processes and materials to boost both efficiency and the customer experience
  • Stay updated on new features and product updates, ensuring this knowledge is communicated effectively to team members and clients

Qualifications You Bring:

  • 2-4 years of experience in a customer-facing position within a SaaS company
  • Proven experience in troubleshooting technical issues within a SaaS platform, working collaboratively across multiple teams
  • Ability to understand and resolve client’s technical issues through creative problem-solving and communication
  • Excellent communication skills, with the ability to convey complex information clearly and concisely across multiple levels of the organization
  • Ability to build customer trust through honesty, integrity, and authenticity in all interactions
  • Proficiency in comprehending issues and discerning when to escalate to other teams, aiming to eliminate any potential client friction point
  • Strong attention to detail, ensuring all client and internal requests are handled with accuracy and care
  • Adaptability and resourcefulness, especially in a fully remote work environment
  • Basic problem-solving abilities, coupled with a desire to take on responsibility
  • Experience with Influencer Marketing/Digital Media is a plus but not required
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