Customer Support Analyst

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 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). Departamento Client Growth Team Location Bogotá Remote status Fully Remote Employment Type Full-time About Insense Insense , an official creative partner of TikTok and Meta , is a SaaS-enabled marketplace. We connect eCom brands with more than 100k trusted creators in 35+ countries, mainly in the US to produce content that drives results. Founded in 2016 Coworkers 60+ Applicant tracking system by Teamtailor