Software Platform Expert

Traackr is a global software technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world's largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs.

We are a remote-first company, and for the folks that like to meet in person, we have offices in multiple locations. We operate on a culture of mutual respect, with core value pillars including:

- Trust. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity.

- Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.

- Value. Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds.

- Ownership. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments.

- Mutual success. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success.

We are seeking an Expert Customer Support Specialist who is passionate about supporting customers throughout their entire customer journey, from onboarding to training and beyond. As a Support Specialist, you'll possess deep expertise in our software–this will enable you to deliver engaging training sessions and seamless onboarding programs via webinars or online group sessions, ensuring new customers hit the ground running.

You'll play a pivotal role within our broader Customer Success and Account Management teams. Given our extensive feature set and evolving tech capabilities, you thrive on finding creative solutions to unique challenges, excel in troubleshooting, and leverage insights to contribute significantly to our product roadmap. You will also be instrumental in the onboarding process alongside our Customer Success Managers and Client Partners.

• Demonstrate a deep understanding of our products and services to provide expert guidance to users.
• Facilitate the onboarding process for new customers, including account setup and implementation.
• Conduct training and working sessions with customers to optimize their utilization of our platform.
• Deliver timely and clear responses to users, utilizing problem-solving skills to efficiently address complex technical issues through our support interface.
• Collaborate with internal teams (data, engineering, product) to escalate and resolve customer issues effectively.
• Work closely with Customer Success Managers and the Operations team to align our service level with company strategy.
• Identify recurring issues and gather customer feedback to contribute to product improvement, providing valuable insights.
• Assist the broader Customer Success team with various ad-hoc client projects such as usage and adoption reporting, presentation creation, and account analysis.
• Ensure consistent delivery of service that surpasses customer expectations while maintaining a consistently professional and helpful demeanor.

• Bachelor's degree.
• Familiarity with influencer marketing platforms is a plus.
• 2+ years of experience in SaaS customer support, Marketing, Communications, or Client Services.
• Exceptional written and verbal communication skills are essential for supporting clients across multiple channels and collaborating effectively with internal teams.
• Must have the ability to tailor communication to different audiences and simplify complex topics to enhance understanding.
• Demonstrated proficiency in public speaking and delivering compelling presentations.
• Strong analytical skills, adept at using Microsoft Excel or Google Sheets.
• Genuine passion for technology and a keen interest in exploring product intricacies.
• Essential qualities include self-motivation, quick learning ability, resourcefulness, attention to detail, and a collaborative mindset.
• Fluent in English; other languages are welcome.

• Competitive Salary

• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend

• Coworking Office Subscription for Collaborative Spaces

• Comprehensive Health, Dental, and Life Insurance Coverage for You and Your Dependents*

• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs

• Paid Parental Leave to Support Quality Time with Your Loved Ones

• Career Development, including Internal and External Training Opportunities

*Benefit programs vary by country/state of residency, are subject to eligibility requirements, and may be modified occasionally.

This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.