Customer Support Analyst

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

📋 Description

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

• Address creator inquiries and emails, troubleshoot issues, and resolve common problems using administrative tools.

• Generate and monitor technical tickets, informing creators upon resolution of their issues.

• Establish and enhance support ticket classification tags.

• Monitor customer support performance metrics, including request volume, response duration, resolution time, and request categories.

• Offer feedback and insights aimed at product and process enhancement.

• Develop a repository of standard support responses and automate communications using Intercom tools when feasible.

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

• Verify the status of ongoing platform transactions.

• Follow up with non-responsive content creators via email and social media.

• Implement Insense quality policy measures for creators who are unresponsive, discourteous, or unprofessional.

• Handle transaction decline requests from both brands and content creators.

• Address issues identified during transaction-status checks.

• Coordinate tasks within the Customer Success team.

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

• Participate in brainstorming and planning sessions, suggesting process improvements.

⛳️ 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.

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

• Ability to work autonomously.

• Availability every working day between 9 am and 6 pm EST.

• Located in the LATAM/Americas Time Zone.

• Comfortable working under an independent contractor agreement.

• Experience with content creators or influencers is advantageous.

• Familiarity with HubSpot is a plus.

• Proficient in using AI tools such as Claude and ChatGPT.

🏝️ Benefits

• Fully remote working arrangement.

• Contractor setup with the flexibility to manage personal taxes and local contributions.

• Opportunity to collaborate with a remote-first company.

• Work with the Insense platform, partnering with Meta and TikTok.

• Engage with creators and brands across over 35 countries.