Customer Support Analyst

Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators. We connect companies with more than 68,500 trusted creators in 35+ countries, mainly in the U.S. Through Insense, brands can easily make content, run influencer campaigns, and grow their business. Today, over 2,000 mid-sized brands already use Insense to power their creator marketing.
Creators are shaping the future of marketing and driving real business impact. Join the economy that’s transforming how brands grow, we’d love for you to be part of this journey!

Founded in 2016, we are a remote-first company of 40+ people from 13+ countries.
About the role
We are currently looking for a Customer Support Analyst who will give all the support to the Content Creators from US, Canada, EUR and UK in our platform, working at our Creators Growth Team!
📍This role is open to anyone based in Americas Time Zone
⏰ You must be available every working day between 9 am and 6 pm EST.
Who we are looking for
Required:
2-3 years of previous experience in a customer support role

Excellent written, verbal communication skills (English proficiency level C1)

Experience using tech startup tools like Google spreadsheets, Slack, G-Suite

Strong analytical and problem-solving skills

Customer orientation and ability to step into customers shoes

Proactive and self-starting attitude, ready to work in dynamic startup environment

Strong organizational and planning skills

Ability to deal with a high volume of tickets / tasks

Ability to work independently

Experience of working with content creators / influencers is a plus

Experience of working with Hubspot is a plus

Comfortable leveraging AI tools (e.g. Claude, ChatGPT) to improve efficiency and output quality

Responsibilities
Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools)

Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved

Define and optimize structure of support ticket classification tags to create transparency of support volumes

Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category)

Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction

Build a library of typical answers for support requests and automate support communications where possible using Intercom tools

Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues

Regularly check status of ongoing platform transactions

Send follow-up emails to unresponsive content creators

Track content creators with a massive amount of unresponsive transactions and DM them in social media

Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts)

Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators

Resolve issues spotted from the transaction status checking process

Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close)

Support management in AppStore and Google Play (answer to reviews)

Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas

What we offer
Forever remote role 💻

Work from anywhere role 📍

Salary in USD commensurate with your experience and location 💰

15 days of paid time off, plus US holidays (Get one extra day for each year with us.)🏖

Team retreats around the world. Sneak peek, check out our past off-sites here🌴

International exposure to global clients and employees in AMER + EMEA 🌎

This role is open to anyone based in LATAM under a contractor agreement, meaning you will work as an independent contractor and manage your own taxes and local contributions according to your country’s regulations. Kindly select the “Worldwide” option in case your location is not listed.
Please note we use a third-party payment provider that does not operate in the following locations: Afghanistan, Belarus, Crimea (Ukraine), Cuba, Democratic Republic of Congo, Donetsk People’s Republic (Ukraine), Iran, Iraq, Kherson Oblast (Ukraine), Libya, Luhansk People’s Republic (Ukraine), Myanmar, North Korea, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen, and Zaporizhzhia Oblast (Ukraine).