Customer Support Lead
CreatorIQ is looking for a Customer Support Lead who will be responsible for supporting our clients and providing them with incredible experiences. What will set candidates apart are interpersonal skills and a strong affinity for people, as well as an aptitude for technical support. You will join a dynamic and fast-paced environment and will work with our most strategic clients.
Who we are:
CreatorIQ is the leading cloud solution for global enterprises to manage & optimize influencer campaigns at scale. We have global relationships with companies such as Mattel, Disney, Tiffany & Co, Airbnb, Ralph Lauren, CVS, Edelman, and many more.
What you’ll do:
- Provide direct phone, chat and email support to CreatorIQ clients with a focus on enhancing the customer experience
- Research, follow up on and resolve client issues in a timely manner
- Responsible for handling a range of complex technical issues and troubleshooting client reported problems
- Provide clients with tips & tricks about using the platform
- Contribute to improving the overall service experience
- Share feedback and ideas with upper management
- Provide technical support and guidance to our client groups
- Analyze the severity of issues & work with internal teams to prioritize accordingly
Who you are and what you’ll need for this position:
- Bachelor's Degree (Prefered not required)
- Ability to multi-task in a fast-paced atmosphere with multiple and changing priorities and responsibilities
- Detail-oriented, with good organizational skills
- Technical support experience in a high-paced environment
- Patience to work through complex issues
- Friendly and collaborates effectively with others
- Ability to work independently with excellent time management
- Excellent English and Spanish communication skills, both verbal and written
- Excellent problem-solving skills
- Familiar with ticketing systems such as Zendesk & Jira
- Demonstrable ability to both think strategically and to lead effectively
- Social media knowledge & experience is a plus (How to authenticate social accounts etc..)