Customer Support Analyst

🔥 15 hours ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Insense | TikTok & Meta Partner

WebsiteLinkedInAll Job Openings

51 - 200 employees

📣 Marketing

💰 $2.6M Seed Round on 2022-02

Marketing • Social Media

Insense is a platform that facilitates collaboration between brands and creators for producing user-generated content (UGC) and influencer ads, particularly on platforms like TikTok and Instagram. As a TikTok and Meta Partner, Insense offers tools to streamline the production and distribution of creator content for marketing purposes. Brands can utilize Insense's services for acquiring high-quality, authentic UGC, managing creator relationships, and enhancing ad performance through whitelisted ads and other creative content solutions. The platform supports businesses by connecting them with suitable creators and managing content campaigns efficiently.

📋 Description

• 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

• 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

• Remote-first company • Fully remote work arrangement • Contractor arrangement • Ability to work from Americas Time Zone • Third-party payment provider for contractor payments