Customer Support Analyst

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

📋 Description

• Assist content creators from the US, Canada, Europe, and the UK utilizing the Insense platform.

• Address creator-related issues and respond to emails.

• Identify and resolve common problems using administrative tools.

• Generate and monitor technical tickets, notifying creators upon resolution.

• Establish and enhance support ticket classification tags.

• Monitor metrics related to customer support efficiency.

• Offer product and process insights to other teams.

• Develop a repository of standard support responses.

• Automate support communications using Intercom tools whenever feasible.

• Oversee and update the FAQ for UGC creators and influencers.

• Verify the status of ongoing platform transactions.

• Follow up with content creators who have not responded.

• Reach out to creators via social media when necessary.

• Implement account consequences as per Insense quality policies.

• Manage transaction decline requests from both brands and creators.

• Address issues discovered during transaction status evaluations.

• Coordinate follow-up activities for the Customer Success team.

• Assist in managing reviews on the App Store and Google Play.

• Participate in brainstorming and planning sessions.

• Provide insights on process efficiency and suggest enhancements.

⛳️ Requirements

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

• Exceptional written and verbal communication abilities.

• Proficiency 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 approach.

• Excellent organizational and planning skills.

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

• Ability to work independently.

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

• Must operate under an independent contractor agreement and handle own taxes and local contributions.

• Experience with content creators/influencers is advantageous.

• Experience with HubSpot is a plus.

• Comfortable using AI tools such as Claude and ChatGPT.

🏝️ Benefits

• Fully remote work setup.

• Contractor agreement.

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

• Remote-first company culture.