Job title: Customer Support Specialist
Job description: About Upfluence
Upfluence helps its customers tell their stories with powerful tools dedicated to the creator economy and social commerce.
Upfluence allows brands and agencies to collaborate with millions of social media creators and execute comprehensive influencer marketing campaigns. Since its launch in October 2016, Upfluence has yielded a monthly double-digit growth rate, and we are therefore seeking further expansion for our team and offices. Our rapidly growing global team is currently distributed between our offices in NYC, Los Angeles, Mexico City, Lyon, and Paris.
Upfluence is looking for a solution-focused thinker who puts the customer first and goes the extra mile to meet their needs. You are the advocate for the customer, and your main focus is to make them feel heard and have their concerns attended to.
Our Support Specialist is responsible for helping customers with questions or concerns regarding company products and services. Duties include communicating over Zoom video, phone, or via email, documenting each interaction to determine frequent customer feedback, and identifying areas of improvement.
- Responding to customer inquiries through our live chat or via email using our support tool (Intercom).
- Ensuring a positive customer experience and finding solutions for any issues encountered.
- Building a unique and warm relationship with each customer.
- Assisting customers in using Upfluence, enabling them to become self-sufficient.
- Contributing to customer retention efforts.
- Ensuring communication aligns with Upfluence’s values.
- Writing content and training materials to populate our Help Center (videos, articles, checklists, product tours).
- Providing clients with all the knowledge they need (videos, articles, contextual help, etc.).
- Identifying and reporting customer feedback internally.
- Working on cross-functional topics with the Customer Success Manager, Product, Billing, IT, and Product Marketing Teams.
- Taking part in the continuous improvement of existing processes.
The person we are looking for
- Proficient in Frend required
- Proficient in English required (C1-C2)
- Great communication abilities, including written and verbal communication
- Patience, empathy, and professionalism
- Good problem-solving and decision-making capabilities
- Understanding of Technology/Internet
- Experience providing Tech support for a tech company preferred
- Effective time management, prioritization, and multitasking skills
- Ability to work in a team setting
- In-depth understanding of the company’s products or services
- Flexible schedule to service U.S and French-based clients
What we have to offer
- Clear career path and growth potential
- A diverse and international team
- Generous PTO & Company holidays
- An entrepreneurial environment with room for growth
- This is a work-from-home position based in Mauritius, working directly with our French and US teams
Upfluence is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Date posted: Sun, 20 Aug 2023 04:03:28 GMT