Product Support Specialist

CreatorIQ has earned the title of best companies to work for in multiple programs including BuiltIn Austin, LA and NY, was named a 2024 Deloitte 2024 Technology Fast 500 winner, Leader by The Forrester New Wave: Influencer Marketing Solutions, and recognized by G2 as a Leader, Best Customer Relationship, G2
Top 100 Fastest-Growing Products
and rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation and adapt to individual work styles.
Be a Part of Our Dynamic Team and Transform the Industry Together

Product Support Specialist, Overnight Shift
CreatorIQ is seeking a Product Support Specialist to provide exceptional customer support and deliver outstanding experiences. What will set candidates apart are interpersonal skills and a strong affinity for people, as well as an aptitude for technical and customer support. You will join a dynamic and fast-paced environment and work with our most strategic customers.

The working hours for this role are Monday - Friday, 9am - 6pm PST
In this role, you'll get to:

• Deliver Exceptional Customer Support

• Provide timely support via in-app email, web meetings, and screenshares, guiding customers through complex issues with clarity and professionalism.

• Educate customers on best practices, tips, and features to enhance their overall platform experience.

• Resolve and Troubleshoot Technical Issues

• Research, diagnose, and resolve a wide range of customer-reported problems, escalating when needed.

• Assess issue severity and collaborate with internal teams to prioritize and implement solutions.

• Collaborate Across Teams

• Partner with various teams, including but not limited to Product, Engineering, and Customer Success teams, to resolve issues and improve processes.

• Share actionable feedback with stakeholders to enhance platform functionality and customer satisfaction.

• Contribute to Continuous Improvement

• Identify recurring issues, trends, and opportunities for service and product improvements.

Who you are and what you'll need for this position:

• Education: Bachelor's degree preferred (not required) or equivalent professional experience.
• Adaptability: Ability to manage multiple priorities and adapt quickly in a dynamic, fast-paced environment.
• Detail Orientation: Strong organizational skills with a focus on accuracy and thoroughness.
• Technical Acumen: Previous experience providing technical support in a high-volume or fast-moving environment.
• Problem-Solving Mindset: Demonstrated ability to troubleshoot complex issues, think strategically, and provide creative solutions.
• Communication Skills: Exceptional verbal and written communication abilities, with the talent to translate technical/internal terminology into clear, customer-friendly language.
• Collaboration: A team player with a professional, approachable, and friendly demeanor who works effectively across departments.
• Independence & Time Management: Ability to work independently while managing time and tasks efficiently.
• Customer-Centric Approach: Patience and empathy when engaging with clients to ensure timely and accurate resolutions.
• Tools & Systems Knowledge: Experience using ticketing and project management platforms such as Zendesk and Jira.

• Bonus Skills:

• Exposure to SaaS platforms or influencer/creator economy tools.

• Familiarity with major social platforms, including experience authenticating accounts and understanding integrations, is a plus.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply CreatorIQ is a place where everyone can grow.

Who we are:
CreatorIQ is the most trusted software to unify and power advanced influencer marketing for the world's most innovative enterprises. Our Intelligence Cloud facilitates data science-enabled creator discovery, streamlines workflow, ensures brand safety, and drives meaningful measurement. Amazon, AB Inbev, Airbnb, Calvin Klein, CVS, Disney, H&M, Logitech, Nestle, Sephora, and Unilever are just some of the brands that utilize CreatorIQ's platform to drive real business results across their influencer marketing ecosystems. CreatorIQ is a global company headquartered in Los Angeles with offices in San Francisco, London, and Ukraine.