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Customer Support Analyst
Insense | TikTok & Meta Partner. Resolve content creators’ issues and answer emails .
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 for content creators and influencers. Proficient in using analytical skills to track support metrics and improve processes while maintaining excellent communication.
Highest-signal resume keywords
Customer Support ExperienceAnalytical And Problem-Solving SkillsExcellent Written And Verbal Communication SkillsExperience With 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 Efficiency InsightsQuality-Policy Application
Soft Skills
Customer OrientationStrong Organizational SkillsAbility To Work IndependentlyPlanning Skills
Tools & Technologies
IntercomGoogle G-SuiteSlackHubSpotAI Tools
Industry Keywords
Content CreatorsInfluencersCustomer SuccessTransaction ManagementSupport Metrics
About the role
Key responsibilities & impact- Resolve content creators’ issues and answer emails
- Diagnose and solve typical issues using 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 feedback and insights to improve products and processes
- Build a library of typical support answers and automate communications using Intercom
- Own and update the FAQ for UGC creators and influencers
- Check the status of ongoing platform transactions
- Follow up with unresponsive content creators
- Contact creators with many unresponsive transactions through social media
- 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 team brainstorming 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 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 from 9 am to 6 pm EST
- Must be based in the Americas Time Zone
- Must work under an independent contractor agreement in LATAM
- Experience working with content creators or influencers is a plus
- Experience with HubSpot is a plus
- Comfortable using AI tools such as Claude and ChatGPT
Benefits
Comp & perks- Remote work
- Contractor arrangement
- Ability to work from the Americas/LATAM time zone
- Flexible remote-first work environment
- Independent contractor autonomy to manage own taxes and local contributions