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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 efficiently and effectively. Proficient in using support tools and platforms while maintaining excellent communication and organizational skills.
Highest-signal resume keywords
Customer Support ExperienceAnalytical And Problem-Solving SkillsExcellent Written And Verbal CommunicationExperience With Google SpreadsheetsProficiency In English Level C1
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 Ticket Creation And TrackingIssue Diagnosis And ResolutionSupport Metrics TrackingTransaction Status Checks
Soft Skills
Customer OrientationProactive AttitudeStrong Organizational SkillsAbility To Work IndependentlyPlanning Skills
Tools & Technologies
Insense PlatformIntercom ToolsGoogle SuiteSlackHubSpot
Industry Keywords
Content CreatorsUser-Generated Content (UGC)Customer SuccessSocial Media CommunicationQuality Policy Management
About the role
Key responsibilities & impact- Support content creators from the US, Canada, Europe, and the UK using the Insense platform
- Resolve creator issues by email, 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, and resolution time
- Provide product and process feedback to other teams
- Build typical-answer libraries and automate support communications using Intercom tools
- Own and update the FAQ for UGC creators and influencers
- Check ongoing platform transaction statuses
- Follow up with unresponsive content creators and contact them through social media when necessary
- Apply quality-policy consequences to unresponsive, rude, or unprofessional creators
- Manage transaction decline requests from brands and creators
- Resolve issues identified through transaction-status checks
- Coordinate Customer Success tasks
- Respond to 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 deal with a high volume of tickets/tasks
- Ability to work independently
- Availability every working day from 9 am to 6 pm EST
- Must be based in the Americas Time Zone; role is open to anyone based in LATAM under a contractor agreement
- Experience working with content creators/influencers is a plus
- Experience working with HubSpot is a plus
- Comfortable leveraging AI tools such as Claude and ChatGPT
Benefits
Comp & perks- Remote-first company
- Fully remote work arrangement
- Contractor arrangement
- Ability to work from Americas Time Zone
- Third-party payment provider for contractor payments