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Customer Support Analyst
Full-time
Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators, connecting companies with more than 68,500 trusted creators in 35+ countries. We are looking for a Customer Support Analyst to support content creators from the US, Canada, EUR, and UK on our platform, working within our Creators Growth Team. This is a forever-remote role open to anyone based in the Americas time zone.
Responsibilities
Resolve content creator issues and emails, diagnose problems, and solve typical issues with admin tools.
Create tech tickets when issues cannot be solved, track resolution, and notify creators.
Define and optimize support ticket classification tags for transparency of support volumes.
Track and own customer support efficiency metrics (response time, resolution time, volume per category).
Build a library of typical answers and automate support communications where possible using Intercom tools.
Own the FAQ for UGC creators and influencers, reviewing and updating its structure and contents.
Who We Are Looking For
2-3 years of previous experience in a customer support role.
Excellent written and verbal communication skills (English C1).
Strong analytical, problem-solving, organizational, and planning skills.
Comfortable leveraging AI tools (e.g. Claude, ChatGPT) to improve efficiency and output quality.
Experience with HubSpot and working with content creators/influencers is a plus.
