Customer Support Analyst

Insense | TikTok & Meta Partner

. Provide support to content creators from the US, Canada, Europe, and the UK using the Insense platform .

Posted 9/24/2026full-timeRemote • MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on resolving issues, optimizing processes, and enhancing communication with content creators. Proficient in using support tools and metrics to improve service efficiency and customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceAnalytical And Problem-Solving SkillsGoogle Spreadsheets ProficiencyCommunication SkillsExperience With Content Creators

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ClassificationTechnical Issue ResolutionSupport Metrics TrackingFAQ ManagementTransaction Management

Soft Skills

Customer OrientationProactive AttitudeOrganizational SkillsIndependent Work Ability

Tools & Technologies

Insense PlatformIntercomSlackG-SuiteHubSpot

Industry Keywords

Content CreatorsInfluencersCustomer SuccessUGCAI Tools

About the role

Key responsibilities & impact

Provide support to content creators from the US, Canada, Europe, and the UK using the Insense platform
Resolve creator issues and emails, diagnose problems, and solve typical issues with admin tools
Create and track technical tickets and notify creators when issues are resolved
Define and optimize support ticket classification tags
Track customer support efficiency metrics, including request volume, response time, resolution time, and request categories
Provide feedback and insights to improve products and processes
Build a library of typical support answers and automate communications using Intercom tools where possible
Own and update the FAQ for UGC creators and influencers
Check the status of ongoing platform transactions
Follow up with unresponsive content creators by email and social media
Apply Insense quality-policy consequences to unresponsive, rude, or unprofessional creators
Manage transaction decline requests from brands and content creators
Resolve issues identified through transaction-status checks
Coordinate Customer Success team tasks
Support management of App Store and Google Play reviews
Contribute to brainstorms and planning sessions and propose process improvements

Requirements

What you’ll need

2-3 years of previous experience in a customer support role
Excellent written and verbal communication skills
English proficiency level C1
Experience using Google Spreadsheets, Slack, and G-Suite
Strong analytical and problem-solving skills
Customer orientation
Proactive and self-starting attitude
Strong organizational and planning skills
Ability to handle a high volume of tickets and tasks
Ability to work independently
Availability every working day between 9 am and 6 pm EST
Based in LATAM/Americas Time Zone
Comfortable working under an independent contractor agreement
Experience working with content creators or influencers is a plus
Experience with HubSpot is a plus
Comfortable leveraging AI tools such as Claude and ChatGPT

Benefits

Comp & perks

Fully remote work arrangement
Contractor arrangement with flexibility to manage own taxes and local contributions
Opportunity to work with a remote-first company
Work with an Insense platform that partners with Meta and TikTok
Opportunity to work with creators and brands across 35+ countries