Customer Support Analyst

Job not on LinkedIn

🔥 4 minutes ago

🇲🇽 Mexico – 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

• Provide support to content creators from the US, Canada, Europe, and the UK using the Insense platform • Resolve creator issues and emails, 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, resolution time, and request categories • Provide feedback and insights to improve products and processes • Build a library of typical support answers and automate communications using Intercom tools where possible • Own and update the FAQ for UGC creators and influencers • Check the status of ongoing platform transactions • Follow up with unresponsive content creators by email and social media • Apply Insense quality-policy consequences to unresponsive, rude, or unprofessional creators • Manage transaction decline requests from brands and content creators • Resolve issues identified through transaction-status checks • Coordinate Customer Success team tasks • Support management of 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 handle a high volume of tickets and tasks • Ability to work independently • Availability every working day between 9 am and 6 pm EST • Based in LATAM/Americas Time Zone • Comfortable working under an independent contractor agreement • Experience working with content creators or influencers is a plus • Experience with HubSpot is a plus • Comfortable leveraging AI tools such as Claude and ChatGPT

🏖️ Benefits

• Fully remote work arrangement • Contractor arrangement with flexibility to manage own taxes and local contributions • Opportunity to work with a remote-first company • Work with an Insense platform that partners with Meta and TikTok • Opportunity to work with creators and brands across 35+ countries