Customer Support Analyst

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

📋 Description

• Address issues faced by content creators via email, providing solutions to common inquiries, diagnosing problems, and resolving typical issues using administrative tools.

• Generate technical tickets when issues cannot be resolved by the creator or yourself, monitor their resolution, and inform creators once the issues are resolved.

• Establish and enhance the framework for classifying support ticket tags to improve visibility of support volumes.

• Monitor and take ownership of customer support efficiency metrics, including request volume per creator, response times, resolution times, and request volumes by category.

• Offer feedback and insights to other teams regarding product and process inefficiencies that lead to support requests and creator dissatisfaction.

• Develop a repository of standard responses for support inquiries and automate communication using Intercom tools wherever feasible.

• Manage the FAQ for User-Generated Content (UGC) creators and influencers by regularly reviewing and updating its structure and content, as well as tracking its usage and effectiveness in resolving issues independently.

• Frequently check the status of ongoing platform transactions.

• Send follow-up emails to content creators who have not responded.

• Identify content creators with a high number of unresponsive transactions and reach out to them via social media.

• Implement consequences in accordance with Insense quality policies for unresponsive, disrespectful, or unprofessional content creators (e.g., hide/unhide/suspend accounts).

• Manage transaction decline requests from brands and content creators, including approval, refusal, or escalation.

• Resolve issues identified during the transaction status monitoring process.

• Coordinate tasks for the Customer Success team, including following up with unresponsive brands and closing deals.

• Assist management with AppStore and Google Play by responding to reviews.

• Participate in team brainstorming sessions and planning meetings, providing insights into overall process efficiency and suggesting improvements.

⛳️ Requirements

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

• Outstanding written and verbal communication skills with a proficiency level of C1 in English.

• Familiarity with tech startup tools such as Google Spreadsheets, Slack, and G-Suite.

• Strong analytical and problem-solving abilities.

• Customer-centric mindset with the ability to empathize with customers.

• Proactive, self-motivated approach, ready to thrive in a dynamic startup environment.

• Excellent organizational and planning capabilities.

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

• Ability to work independently.

• Experience collaborating with content creators or influencers is a plus.

• Familiarity with HubSpot is an advantage.

• Comfortable using AI tools (e.g., Claude, ChatGPT) to enhance efficiency and improve output quality.

🏝️ Benefits

• 15 days of paid time off in addition to US holidays (accrue an extra day for each year with us).

• Team retreats in various locations worldwide.

• Gain international exposure through collaboration with global clients and employees in the AMER and EMEA regions.