Customer Support - Influencer Community ID-1862 – Amazon Store

Insense is a rapidly growing B2B SaaS/Marketplace platform that connects brands with creators and influencers for impactful collaborations. Make an impact in the creators economy and join efforts to become a first-choice creator content & ad platform for e-commerce. We are inviting you to join us on this exciting journey! Hey there! 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. Other Jobs You May Be Interested In Remote Data Entry, No Experience, $40/hr, Part-TimeVirtual Assistant, $45/hr, Remote, No Experience, Night JobEntry-Level Remote Data Entry, $50/hr, Evening JobCustomer Support, No Degree, $40/hr, Remote, Weekend JobRemote Phone Job, $42/hr, Part-Time, College Student FriendlyVirtual Assistant, $40/hr, Remote, No Degree, Night JobPart-Time Data Entry, $45/hr, Remote, College Student FriendlyRemote Moderator, No Degree, $50/hr, Evening, Weekend JobRemote Customer Support, $42/hr, Night Job, No ExperienceLive Chat Support, $40/hr, Remote, Entry Level, Part-TimeVirtual Assistant, Remote, $42/hr, Weekend, No ExperienceRemote Data Entry, $45/hr, No Degree, Night ShiftPart-Time Customer Support, $40/hr, Remote, College StudentRemote Live Chat, $50/hr, Part-Time, Evening/Night JobEntry Level Phone Job, $42/hr, Remote, No Degree RequiredWeekend Data Entry, $45/hr, Remote, No ExperienceRemote Virtual Assistant, $40/hr, Evening, Part-Time JobRemote Moderator, $42/hr, Part-Time, Weekend, No DegreeData Entry, $45/hr, Remote, Night Shift, College Student JobPhone Support, Remote, $50/hr, No Experience, Part-Time 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 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 What we offer Forever remote role Work from anywhere Salary in USD commensurate with your experience and location +15 days off + US holidays International exposure to global clients and employees apply to this job