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Customer Support Associate (Contract)

captiv8 · 30+ days ago
Negotiable
Full-time
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About Us:

Captiv8 brings unrivaled audience insights and accountability to the influencer space, along with thoughtful, creative storytelling to power the most effective and memorable social content.

Captiv8 is an AI-powered global influencer platform connecting and delivering influencers, audiences, and brands at scale: We work with top Fortune brands like Verizon, Walmart, Ford, Amazon, Kraft Heinz, and many others. Captiv8’s platform features passionate influencers across Facebook, Instagram, Twitter, TikTok, Snapchat, YouTube, and other social channels with an extensive global audience reach. We offer a full stack of data-driven products and services, bringing to life powerful content that is targeted, compelling, and memorable.  We have spent the last eight years streamlining branded content creation and measurement for brand marketers and agencies.

The founding team is composed of proven industry leaders who have over $1B in acquisitions, managed over $600M+ in revenue, and have taken two companies public. Their latest venture was one of the largest monetization platforms in the world for the mobile-first economy.

Captiv8 partners with credible institutions, including Social+Capital, Subtraction Capital, Launch Fund, and many others.

Your Mission:

As a Customer Support Associate, your job is all about making our clients happy and keeping things running smoothly on our platform. You'll be the go-to person for anyone who needs platform assistance, both inside and outside the company. Your main tasks will include troubleshooting issues, providing updates, and delivering top-notch customer service. We need someone who's proactive, can handle technical issues, and communicates well to be successful in this role.

Your Responsibilities & Problems You’ll Solve:

  • Provide customer support using a variety of communication methods, including email, telephone, and CRM tools like ZenDesk and JIRA
  • Resolve queries related to site navigation, metric calculations, and other platform-related issues
  • Provide timely and accurate updates to clients and creators regarding their technical issues
  • Collaborate with internal teams such as Customer Success, Brand Management, Product, and Tech to troubleshoot on behalf of clients and escalate necessary site issues
  • Improve the customer experience by collecting and summarizing feedback to provide to internal teams
  • Create and consistently enhance processes and materials to boost both efficiency and the customer experience
  • Stay updated on new features and product updates, ensuring this knowledge is communicated effectively to team members and clients

Qualifications You Bring:

  • 2-4 years of experience in a customer-facing position within a SaaS company
  • Proven experience in troubleshooting technical issues within a SaaS platform, working collaboratively across multiple teams
  • Ability to understand and resolve client’s technical issues through creative problem-solving and communication
  • Excellent communication skills, with the ability to convey complex information clearly and concisely across multiple levels of the organization
  • Ability to build customer trust through honesty, integrity, and authenticity in all interactions
  • Proficiency in comprehending issues and discerning when to escalate to other teams, aiming to eliminate any potential client friction point
  • Strong attention to detail, ensuring all client and internal requests are handled with accuracy and care
  • Adaptability and resourcefulness, especially in a fully remote work environment
  • Basic problem-solving abilities, coupled with a desire to take on responsibility
  • Experience with Influencer Marketing/Digital Media is a plus but not required

Last updated on Mar 19, 2024

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