Platform Support, Foam

Company: Whalar

Job Title: Platform Support, Foam

Work Location: London, UK (Remote)

Start Date: ASAP

 

We’re looking for a customer service obsessed, tech-savvy Platform Support Representative to join the Foam team in a global and remote role.

Recently named ‘Adweek Creator Agency of the Year, Whalar is a global, award-winning creator commerce company that works with the world’s most powerful brands, content creators, and world-leading social platforms to deliver innovative and creative content. 

Whalar's unique capabilities include proprietary technology, brand partnership expertise, creator talent management, and a dedicated Web3 innovation hub. Foam is the Whalar-powered SaaS platform that provides tools for creators and talent reps to help manage the day-to-day workflow and grow their business. Foam also allows Whalar to deliver white-glove service and power award-winning campaigns at scale.

This is a unique opportunity to help shape the future of the creator economy with a highly respected, growth business committed to doing well by doing good.

About the role: 

The purpose of this position is to deliver outstanding customer support to Foam users.

Here’s what you’ll do day-to-day:

• Providing customer support services to creators, talent reps and internal teams
• Responding to customer queries in a timely and accurate way via email, phone or chat
• Ensuring excellent service standards, responding efficiently to customer inquiries and maintaining high customer satisfaction

• Analyzing and reporting any bugs that are reported by our customers and creating detailed tickets including all relevant information
• Helping creators to authenticate their social accounts – which can often involve phoning and hand-holding creators and reps through this process. 
• Building processes and structure around our support functions – creating playbooks, customer service policies and FAQ collateral
• Creating and maintaining support documentation and guidance documents
• Spearheading the expansion and use of Intercom as our primary customer support tool and taking primary responsibility over the tool. 
• Working with our development team to create triggered workflows based on user behavior
• Demos to potential users, including collating product feedback
• Sharing feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product and Client Success teams
• Using help desk software and remote support tools
• Maintaining and updated knowledge of Foam’s products, services and policies

Here’s what we’re looking for:

• 3+ years of customer service and tech-related support experience in a fast-paced, high-growth environment
• A high level of experience and confidence with Intercom (or similar) - maximizing our use of the tools, building and updating help articles, product tours, custom bots, etc
• Basic knowledge of software tools, such as Miro, Figma, and Jira
• Proven track record of outstanding customer service
• High attention to detail and ability to juggle multiple tasks at once
• Proactivity, which is key in setting up calls and diligent follow up with end-users
• Ability to establish relationships by phone and email
• A team player mentality

Our values:

Our people are our superpower. At Whalar, diversity, equity, inclusion, and accessibility are at the core of who we are. We are deeply committed to reflecting on the unique journeys, authentic voices, and perspectives of our people, our creators, and the communities they represent. Our hope is to impact accessibility beyond compliance and help break societal stigmas and stereotypes.  We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for everything creator, we want to meet you, and we encourage you to apply.

The perks:

Whalar is a remote-first working environment, providing our employees with the flexibility to be their most creative and successful versions of themselves. Whalar is located across 18 states in the US and 6 countries including offices in London and Malaga, Spain. Whalar provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.

• Company-wide yearly bonus
• Private medical insurance
• Health cash plan