客户支持分析师
Customer Support Analyst
Insense是Meta和TikTok的合作伙伴，是一个帮助品牌与创作者合作的平台。我们连接企业与35+个国家超过68,500名可信赖的创作者，主要在美国。通过Insense，品牌可以轻松制作内容、开展影响力营销活动并增长业务。目前，已有超过2000家中型品牌使用Insense来推动他们的创作者营销。
创作者正在塑造营销的未来，并推动真实的业务影响。加入正在改变品牌增长方式的经济体系，我们期待您成为这段旅程的一部分！
我们成立于2016年，是一家以远程办公为主的公司，员工来自13+个国家，人数超过40人。
关于职位
我们正在寻找一名客户支持分析师，为美国、加拿大、欧洲和英国的创作者提供全方位的支持，加入我们的创作者增长团队！
📍此职位对美洲时区的任何人开放
⏰您必须在工作日每天上午9点至下午6点EST期间有空
我们寻找的人选
要求：
- 2-3年客户服务相关经验
- 出色的书面和口头沟通能力（英语水平C1）
- 使用科技初创工具的经验，如Google表格、Slack、G-Suite
- 强大的分析和解决问题的能力
- 以客户为中心，能够换位思考
- 主动积极，具备自我驱动能力，适应动态的创业环境
- 强大的组织和规划能力
- 能够处理大量工单/任务
- 能够独立工作
- 有与内容创作者/网红合作经验者优先
- 有使用Hubspot经验者优先
- 能够熟练使用AI工具（如Claude、ChatGPT）提高效率和输出质量
职责
- 解决创作者的问题和邮件（提供常见问题解答、诊断问题、使用管理工具解决常见问题）
- 在创作者或自己无法解决问题时创建技术工单，跟踪解决进度，并在问题解决后通知创作者
- 定义并优化支持工单分类标签的结构，以提高支持量的透明度
- 跟踪并负责客户支持效率指标（每位创作者的请求量、响应时间、解决时间、每类请求量）
- 向其他团队提供反馈和见解，指出导致支持请求和创作者不满的产品和流程低效问题
查看英文原文
Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators. We connect companies with more than 68,500 trusted creators in 35+ countries, mainly in the U.S.Through Insense, brands can easily make content, run influencer campaigns, and grow their business. Today, over 2,000 mid-sized brands already use Insense to power their creator marketing.
Creators are shaping the future of marketing and driving real business impact. Join the economy that’s transforming how brands grow, we’d love for you to be part of this journey!
Founded in 2016, we are a remote-first company of 40+ people from 13+ countries.
About the role
We are currently looking for a Customer Support Analyst who will give all the support to the Content Creators from US, Canada, EUR and UK in our platform, working at our Creators Growth Team!
📍This role is open to anyone based in Americas Time Zone
⏰ You must be available every working day between 9 am and 6 pm EST.
Who we are looking for
Required:
- 2-3 years of previous experience in a customer support role
- Excellent written, verbal communication skills (English proficiency level C1)
- Experience using tech startup tools like Google spreadsheets, Slack, G-Suite
- Strong analytical and problem-solving skills
- Customer orientation and ability to step into customers shoes
- Proactive and self-starting attitude, ready to work in dynamic startup environment
- Strong organizational and planning skills
- Ability to deal with a high volume of tickets / tasks
- Ability to work independently
- Experience of working with content creators / influencers is a plus
- Experience of working with Hubspot is a plus
- Comfortable leveraging AI tools (e.g. Claude, ChatGPT) to improve efficiency and output quality
Responsibilities
- Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools)
- Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved
- Define and optimize structure of support ticket classification tags to create transparency of support volumes
- Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category)
- Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction
- Build a library of typical answers for support requests and automate support communications where possible using Intercom tools
- Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues
- Regularly check status of ongoing platform transactions
- Send follow-up emails to unresponsive content creators
- Track content creators with a massive amount of unresponsive transactions and DM them in social media
- Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts)
- Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators
- Resolve issues spotted from the transaction status checking process
- Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close)
- Support management in AppStore and Google Play (answer to reviews)
- Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas
This role is open to anyone based in LATAM under a contractor agreement, meaning you will work as an independent contractor and manage your own taxes and local contributions according to your country’s regulations. Kindly select the “Worldwide” option in case your location is not listed.
Please note we use a third-party payment provider that does not operate in the following locations: Afghanistan, Belarus, Crimea (Ukraine), Cuba, Democratic Republic of Congo, Donetsk People’s Republic (Ukraine), Iran, Iraq, Kherson Oblast (Ukraine), Libya, Luhansk People’s Republic (Ukraine), Myanmar, North Korea, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen, and Zaporizhzhia Oblast (Ukraine).
Originally posted on Himalayas