Customer Support Analyst

About the role

Insense is looking for a Customer Support Analyst to assist content creators across the US, Canada, Europe and the UK. The role is part of the Creators Growth Team and operates fully remotely within the Americas time zone.

Key responsibilities

• Resolve creator issues via email and platform tools, providing clear answers and troubleshooting.
• Create and track technical tickets when problems require further investigation.
• Define and improve ticket classification tags to increase support transparency.
• Monitor support metrics such as request volume, response time, and resolution time.
• Provide product and process feedback to internal teams.
• Build and maintain a library of standard responses and automate communications using Intercom.
• Own and continuously update the FAQ for UGC creators and influencers.
• Follow up with unresponsive creators and enforce quality policies when needed.

Required profile

• 2‑3 years of experience in a customer support role.
• Excellent written and verbal English (C1 level).
• Proficiency with Google spreadsheets, Slack and G‑Suite.
• Strong analytical, problem‑solving and organizational skills.
• Ability to handle high ticket volumes and work independently.
• Experience with creators/influencers or HubSpot is a plus.
• Comfortable using AI tools (e.g., Claude, ChatGPT) to boost efficiency.

Required skills

• Google spreadsheets
• Slack
• G‑Suite
• Intercom
• HubSpot (optional)
• AI tools such as Claude or ChatGPT

What we offer

• Remote‑first work environment.
• Opportunity to join a fast‑growing creator‑marketing platform.
• Collaborative team across 13+ countries.