Customer Support Analyst

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address and resolve issues faced by content creators while managing email communications.

• Identify and troubleshoot common problems using administrative tools.

• Generate and manage technical tickets, informing creators once problems are resolved.

• Establish and enhance support ticket classification tags.

• Monitor efficiency metrics in customer support, such as request volume, response times, and resolution times.

• Offer feedback and insights aimed at enhancing products and processes.

• Develop a repository of standard support responses and streamline communications through Intercom.

• Maintain and update the FAQ section for UGC creators and influencers.

• Verify the status of ongoing transactions on the platform.

• Follow up with content creators who have not responded.

• Reach out to creators with numerous unresponsive transactions via social media.

• Implement quality policies for creators who are unresponsive, discourteous, or unprofessional.

• Handle transaction decline requests from both brands and creators.

• Resolve issues identified during transaction status evaluations.

• Coordinate tasks related to Customer Success.

• Respond to reviews on the App Store and Google Play.

• Participate in team brainstorming and planning sessions.

• Generate insights on process efficiency and recommend improvements.

⛳️ Requirements

• 2–3 years of prior experience in a customer support position.

• Exceptional written and verbal communication abilities.

• Proficient in English at a C1 level.

• Familiarity with Google Spreadsheets, Slack, and G-Suite.

• Strong analytical and problem-solving capabilities.

• Customer-focused mindset.

• Proactive and self-motivated demeanor.

• Excellent organizational and planning skills.

• Capacity to manage a high volume of tickets and tasks effectively.

• Ability to work independently.

• Availability every working day from 9 am to 6 pm EST.

• Must reside within the Americas Time Zone.

• Must operate under an independent contractor agreement in LATAM.

• Experience with content creators or influencers is advantageous.

• Familiarity with HubSpot is a plus.

• Comfortable utilizing AI tools such as Claude and ChatGPT.

🏝️ Benefits

• Opportunity for remote work.

• Contractor arrangement.

• Flexibility to work from within the Americas/LATAM time zone.

• Flexible remote-first work culture.

• Autonomy as an independent contractor to manage personal taxes and local contributions.