Product Support Specialist

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CreatorIQ

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

📱 Media

☁️ SaaS

Marketing • Media • SaaS

CreatorIQ is a leading influencer marketing software platform that assists brands across various industries in growing, managing, scaling, and measuring their creator programs. It provides tools for discovering creators, executing campaigns, and optimizing performance with advanced analytics. CreatorIQ is designed to enhance brand engagement by leveraging the power of content and connections with trusted creators and communities. The platform is used by global enterprises, media and sports organizations, and direct-to-consumer brands to track, manage, and maximize their influencer marketing efforts.

📋 Description

• Deliver Exceptional Customer Support • Serve as the first line of contact and provide timely email support to customers with a focus on enhancing the customer experience and guiding customers through complex issues. • Provide clients with specialized support through complex issues in the form of screen shares and working sessions with clarity and professionalism. • Resolve and Troubleshoot Technical Issues • Research, diagnose, and resolve a wide range of customer-reported problems, escalating when needed. • Assess issue severity and collaborate with internal teams to prioritize and implement solutions. • Collaborate Across Teams • Partner with various teams, including but not limited to Product, Engineering, and Customer Success teams, to resolve issues and improve processes. • Share actionable feedback with stakeholders to enhance platform functionality and customer satisfaction. • Contribute to Continuous Improvement • Identify recurring issues, trends, and opportunities for service and product improvements.

🎯 Requirements

• Education: Bachelor’s degree preferred (not required) or equivalent professional experience with 3+ years working in Product Support, Customer Success, or Customer Support • Adaptability: Ability to manage multiple priorities and adapt quickly in a dynamic, fast-paced environment. • Detail Orientation: Strong organizational skills with a focus on accuracy and thoroughness. • Technical Acumen: Previous experience providing technical support in a high-volume or fast-moving environment. • Problem-Solving Mindset: Demonstrated ability to troubleshoot complex issues, think strategically, and provide creative solutions. • Communication Skills: Exceptional verbal and written communication abilities, with the talent to translate technical/internal terminology into clear, customer-friendly language. • Collaboration: A team player with a professional, approachable, and friendly demeanor who works effectively across departments. • Independence & Time Management: Ability to work independently while managing time and tasks efficiently. • Customer-Centric Approach: Patience and empathy when engaging with clients to ensure timely and accurate resolutions. • Tools & Systems Knowledge: Experience using ticketing and project management platforms such as Zendesk and Jira. • Bonus Skills: • Exposure to SaaS platforms or influencer/creator economy tools. • Familiarity with major social platforms, including experience authenticating accounts and understanding integrations, is a plus.