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Customer Support Analyst
Insense | TikTok & Meta Partner. Support content creators from the US, Canada, Europe, and the UK using the Insense platform .
Core Competencies
Role fitCore 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 maintaining effective communication with content creators. Proficient in using administrative tools and managing support ticket systems to enhance customer experience.
Highest-signal resume keywords
Customer Support ExperienceExcellent Written And Verbal Communication SkillsStrong Analytical And Problem-Solving SkillsExperience Using Google SpreadsheetsProactive And Self-Starting Attitude
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket Classification OptimizationTechnical Issue DiagnosisSupport Ticket ManagementProcess Improvement InsightsTransaction Status Checks
Soft Skills
Customer OrientationStrong Organizational SkillsPlanning SkillsAbility To Work Independently
Tools & Technologies
Insense PlatformIntercomGoogle G-SuiteSlackHubSpot
Industry Keywords
Content CreatorsInfluencersUGCCustomer SuccessAI Tools
About the role
Key responsibilities & impact- Support content creators from the US, Canada, Europe, and the UK using the Insense platform
- Resolve creator issues and answer emails
- Diagnose and solve typical issues using administrative 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
- Provide product and process feedback to other teams
- Build a library of typical support answers
- Automate support communications using Intercom tools where possible
- Own and maintain the FAQ for UGC creators and influencers
- Check the status of ongoing platform transactions
- Follow up with unresponsive content creators
- Contact creators through social media when needed
- Apply account consequences under Insense quality policies
- Manage transaction decline requests from brands and creators
- Resolve issues identified during transaction status checks
- Coordinate follow-up tasks for the Customer Success team
- Support management of App Store and Google Play reviews
- Contribute to brainstorms and planning sessions
- Generate process-efficiency insights and propose 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 at C1 level
- 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 from 9 am to 6 pm EST
- Must work under an independent contractor agreement and manage own taxes and local contributions
- Experience with content creators/influencers is a plus
- Experience with HubSpot is a plus
- Comfortable using AI tools such as Claude and ChatGPT
Benefits
Comp & perks- Fully remote work arrangement
- Contractor agreement
- Ability to work from the Americas/LATAM time zone
- Remote-first company environment