Customer Support Specialist

Traackr is a global SaaS 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 San Francisco, New York, Boston, Paris, and London.
At Traackr, we’re lucky to have a team of kind, driven, and respectful humans from around the world. 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. 
Our team also loves having fun together, with many employee-led initiatives like the Traackr Summer Olympics annual workout challenge!
We are seeking a Customer Support Specialist who is passionate about supporting our customers throughout their entire customer journey, from onboarding to training and beyond. As a Support Specialist, you'll possess deep expertise in Traackr software–this will enable you to deliver engaging training sessions and seamless onboarding programs via webinars or online group sessions, ensuring our new customers hit the ground running. Whether presenting one-on-one or to large teams, you excel at simplifying complex concepts.As the frontline support for users, you'll play a pivotal role within our broader Customer Success and Account Management teams. Given Traackr's 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. Ideal candidates are exemplary brand ambassadors committed to ensuring customer satisfaction. 

Responsibilities

• 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 the Traackr platform.
• Deliver timely and clear responses to users, utilizing problem-solving skills to efficiently address complex technical issues through our support interface, Intercom.
• 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.

Requirements

• Bachelor's degree.
• Familiarity with influencer marketing platforms like Instagram, TikTok, and YouTube 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 (email, online chat, virtual meetings, presentations) and collaborating effectively with internal teams spanning diverse geographies.
• 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 co