Customer Support Associate (Contract)

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