Customer Support Associate

About Captiv8

Captiv8 is the ultimate influencer marketing platform, empowering brands across the globe to authentically connect with audiences and tell their unique story.

Our AI-driven platform simplifies influencer marketing, allowing brands to gain a deeper understanding of their audience, discover talented creators, optimize content, benchmark against competitors, and expand their customer base across various social media platforms. Captiv8 provides first-party data to enhance all aspects of influencer campaigns. In addition to the platform, Captiv8 offers Strategic Services where our in-house brand strategy and creative experts are on call to craft campaign success.

We're recognized as the industry leader, ranking #1 in customer satisfaction and earning the trust of industry peers. With a 5-star rating from Influencer Marketing Hub and a leadership endorsement from Forrester, we've set the standard in the influencer marketing landscape. Our pioneering API-integrated data connections with TikTok, Facebook, Instagram, Snapchat, and YouTube have provided greater transparency across the brand marketing industry.

Captiv8 is the driving force behind influencer marketing excellence. Join us and become a part of this exciting journey!

Your Mission

As a Customer Support Associate, your job is all about making our clients happy and keeping things running smoothly on our platform. You'll be the go-to person for anyone who needs platform assistance, both inside and outside the company. Your main tasks will include troubleshooting issues, providing updates, and delivering top-notch customer service. We need someone who's proactive, can handle technical issues, and communicates well to be successful in this role.

What You'll Do

• Provide customer support using a variety of communication methods, including email, telephone, and CRM tools like ZenDesk and JIRA
• Resolve queries related to site navigation, metric calculations, and other platform-related issues
• Provide timely and accurate updates to clients and creators regarding their technical issues
• Collaborate with internal teams such as Customer Success, Brand Management, Product, and Tech to troubleshoot on behalf of clients and escalate necessary site issues
• Improve the customer experience by collecting and summarizing feedback to provide to internal teams
• Create and consistently enhance processes and materials to boost both efficiency and the customer experience
• Stay updated on new features and product updates, ensuring this knowledge is communicated effectively to team members and clients
  
  

Qualifications You'll Bring

• 2-4 years of experience in a customer-facing position within a SaaS company
• Proven experience in troubleshooting technical issues within a SaaS platform, working collaboratively across multiple teams
• Ability to understand and resolve client’s technical issues through creative problem-solving and communication
• Excellent communication skills, with the ability to convey complex information clearly and concisely across multiple levels of the organization
• Ability to build customer trust through honesty, integrity, and authenticity in all interactions
• Proficiency in comprehending issues and discerning when to escalate to other teams, aiming to eliminate any potential client friction point
• Strong attention to detail, ensuring all client and internal requests are handled with accuracy and care
• Adaptability and resourcefulness, especially in a fully remote work environment
• Basic problem-solving abilities, coupled with a desire to take on responsibility
• Experience with Influencer Marketing/Digital Media is a plus but not required
  
  

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S. If E-Verify cannot confirm you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe your employer has violated its E-Verify responsibilities, please contact DHS.

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Si E-Verify no puede confirmar que usted está empleador está requerido a darle instrucciones por escrito y una oportunidad de contactar al Departamento de Seguridad Nacional (DHS) o a la Administración del Seguro Social (SSA) para que pueda empezar a resolver el problema antes de que el empleador pueda tomar cualquier acción en su contra, incluyendo la terminación de su empleo. Los empleadores sólo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9. Para más información sobre E-Verify, o si usted cree que su empleador ha violado sus responsabilidades de E-Verify, por favor contacte a DHS.