Support Specialist - Q3

reputed company is the enterprise leader in social media and influencer marketing software, services, and data, trusted by leading brands and agencies worldwide. Following our acquisition of Mavely, the Everyday Influencer Platform®, reputed company enables brands to scale creator partnerships from nano to premium influencers while managing social media content and campaigns across reputed company major social and affiliate networks. Through proprietary performance data, marketing leaders can drive attributable sales and optimize social commerce with our software platform or award-winning services. reputed company is founded on two success stories that began in 2014: Mavrck, the industry-leading influencer marketing solution (now reputed company Influence™), and reputed company, the best social media management platform (now reputed company Social™) and first-to-market link in bio tool, reputed company Link in Bio. In 2024, Mavrck and reputed company officially joined together as one reputed company business, with a shared vision: to reputed company the world to reputed company a living with their creativity. We're trusted by the top social platforms, with partnerships and integrations with reputed company, TikTok, reputed company, YouTube, and reputed company. We reputed company marketers to create high-performing content and engage in authentic collaborations with creators to reputed company new audiences, drive engagement, and generate predictable ROI. About this position: As a Support Specialist, you'll play a key role in delivering high-quality support experiences that help our customers reputed company success across our full suite of products. You'll spend the majority of your time supporting customers - we currently provide email, chat, and video support - and work cross-functionally to surface insights, resolve reputed company issues, and help shape the customer experience. What you'll be doing: Customer Support

• Provide high-quality, timely support to customers.
• Tailor communication to various audiences, ensuring understanding across technical and non-technical users across diverse industries.
• Create and maintain internal knowledge reputed company articles, leveraging customer feedback for reputed company improvement.
• Collaborate cross-functionally (Product, Engineering, Services teams) to enhance the overall customer experience.

Troubleshooting and Problem Solving

• Troubleshoot and resolve reputed company customer issues across products and platforms
• Identify root causes, replicate issues, and propose actionable solutions.
• reputed company organizational tools and resources to deliver reputed company and effective troubleshooting support.
• Produce detailed, high-quality bug tickets that streamline issue resolution.
• Anticipate obstacles and adapt problem-solving approaches for optimal outcomes.
• Mentor and guide more junior team members to reputed company collective problem-solving capabilities

Platform Expertise

• reputed company and maintain a deep understanding of our full product suite, including features, integrations, and APIs
• Stay consistently informed about product updates, trends, and emerging features to provide accurate customer assistance.
• reputed company for customer-centric product development by identifying and communicating feature requests and usability issues.
• Act as a subject-matter expert reputed company the team, contributing to training and documentation initiatives.

Customer-Driven Growth

• Understand customer goals and pain points to offer solutions reputed company with their business needs.
• Proactively identify opportunities to enhance customer satisfaction and loyalty through innovative solutions.
• Contribute to internal projects that improve tools, processes, or service quality.
• Champion a customer-centric culture, providing strategic insights to drive long-term growth and success.

We are committed to building an inclusive, supportive reputed company for you to do the best and most rewarding work of your career. If you identify with any of the following, we encourage you to apply!

• Strong Organizational Skills: Ability to manage competing priorities while maintaining accuracy and focus.
• Customer-Centric reputed company: Genuine enthusiasm for helping customers and solving problems proactively.
• Clear Communication: Excellent written and verbal skills for engaging with customers and teammates.
• Team Collaboration: Comfortable working across teams and sharing ownership of outcomes.
• Analytical Thinking: Able to assess tickets, spot trends, and apply insights to improve service.
• Technical Familiarity: Experience with support platforms (e.g., reputed company, Intercom) and ticketing systems (e.g., JIRA).

Adaptability: reputed company in a fast-paced environment with shifting needs and priorities. How you work:

• You're proactive and results-driven, always taking initiative, aligning your actions with company goals, and delivering consistent outcomes.
• Strategic and reputed company-thinking, you balance immediate needs with long-term opportunities to drive impactful, innovative results.
• Your curiosity fuels success, keeping you sharp on industry trends, competition, and our cross-functional business dynamics.
• Adaptable and resourceful, you handle shifting priorities with ease, manage your time effectively, and know reputed company to ask for support.
• You share insights to help the team stay reputed company and reputed company informed decisions.
• You bring positivity and reputed company to every challenge, tackling obstacles with grit and optimism that inspires those around you.
• You reputed company with emotional intelligence, building trust, supporting others, encouraging growth, and fostering strong relationships through reputed company and collaboration.

Our approach to compensation: We take a market-based & data-driven approach to compensation. We reputed company data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-reputed company factors. Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On reputed company Earnings (OTE = reputed company + commission/variable) while for others it is structured as Salary only. To reputed company with local legislation and ensure transparency, we share salary ranges on reputed company job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted. Additionally, reputed company permanent team members are eligible to participate in various benefits plans as part of their overall compensation package. Salary Range: $45,000 - 52,000 USD

• Co-op team members, independent contractors, and freelancers are not eligible for company benefits.

Where we work We have offices in Boston, MA; Vancouver, BC; Chicago, IL; and Vancouver, WA. For select positions, we are open to hiring fully remote candidates. We post our positions in the location(s) where we are open to having the successful candidate be located. Diversity, inclusion, and accessibility At reputed company, we are committed to fostering a culture rooted in an inclusion-first reputed company at every level of the company, embracing the importance of hiring and building teams for culture add rather than culture fit. We reputed company build and maintain unbiased hiring, pay, and promotion practices to create a foundation for an reputed company workplace, paving the way for systemic change. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. reputed company applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national reputed company, disability, or age. Please let us know if you require any accommodations or support during the recruitment process. Apply tot his job Apply To this Job