Customer Support Analyst

About the role

We are seeking a Customer Support Analyst to provide assistance to content creators across the US, Canada, Europe and the UK on the Insense platform. The role sits within the Creators Growth Team, operates remotely and follows an Americas time‑zone schedule (9 am‑6 pm EST).

Key responsibilities

• Respond to creator inquiries via email and resolve issues using admin tools.
• Create and track technical tickets when problems cannot be solved directly.
• Define and refine support ticket classification tags to improve transparency.
• Monitor and report support efficiency metrics such as request volume, response time and resolution time.
• Provide product and process feedback to internal teams based on support trends.
• Build and maintain a library of standard answers and automate communications using Intercom.
• Own and continuously update the FAQ for UGC creators and influencers.
• Follow up with unresponsive creators, send reminder emails, and engage via social media when necessary.
• Apply Insense quality policies to creators who remain unresponsive.

Required profile

• 2‑3 years of experience in a customer support role.
• Excellent written and verbal English (C1 level).
• Proficiency with Google Sheets, Slack and G‑Suite.
• Strong analytical, problem‑solving and organizational skills.
• Ability to handle a high volume of tickets independently.
• Proactive, self‑starting attitude in a fast‑moving startup environment.
• Experience with content creators or influencers is a plus.
• Familiarity with HubSpot and AI tools (Claude, ChatGPT) is a plus.

Required skills

• Google Sheets
• Slack
• G‑Suite
• Intercom
• HubSpot (optional)
• Claude (AI tool)
• ChatGPT (AI tool)