Product Support Lead L1

CreatorIQ has earned the title of best company to work for in multiple programs including BuiltIn LA and NY, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and was recognized by G2 as a Leader, Best Customer Relationship, G2 Top 100 Fastest-Growing Products and rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

Be a Part of Our Dynamic Team and Transform the Industry Together!

Product Support Lead 

CreatorIQ is looking for a Product Support Lead who will be responsible for supporting our clients and providing them with incredible experiences. What will set candidates apart are interpersonal skills and a strong affinity for people, as well as an aptitude for technical support. You will join a dynamic and fast-paced environment and will work with our most strategic clients.

Key Responsibilities:

• Provide direct web meeting, chat, and email support to CreatorIQ clients with a focus on enhancing the customer experience
• Provide clients with specialized support through complex issues in the form of screen shares and working sessions
• Research, follow up on, and resolve client issues in a timely manner
• Responsible for handling a range of complex technical issues and troubleshooting client-reported problems
• Provide clients with tips & tricks about using the platform, with a focus on platform education
• Contribute to improving the overall service experience
• Share feedback and ideas with upper management
• Provide technical support and guidance to our client groups
• Analyze the severity of issues & work with internal teams to prioritize accordingly

Who you are and what you’ll need for this position:

• Bachelor's degree in a relevant field or equivalent work experience.
• Minimum 3+ years of experience in Product Support, Customer Success, or a related position within the software industry.
• Strong technical aptitude and understanding of the product or service being supported.
• Excellent communication and interpersonal skills
• Ability to multi-task in a fast-paced atmosphere with multiple and changing priorities and responsibilities
• Detail-oriented, with good organizational skills
• Technical support experience in a high-paced environment
• Patience to work through complex issues
• Friendly and collaborates effectively with others
• Ability to work independently with excellent time management
• Excellent communication skills, both verbal and written
• Excellent problem-solving skills
• Familiar with ticketing systems such as Zendesk & Jira
• Social media knowledge & experience is a plus (How to authenticate social accounts etc..)

What you will get from us:

• People: work with talented, collaborative, and friendly people who love what they do. 
• Guidance: utilize our learning platform, WorkRamp, to get the training and tools you’ll need to become successful here from your first day with us.
• Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
• Work/Life Harmony: 15 day’s vacation, floating and set holidays, wellness allowance, and paid parental leave.
• Whole Health Package: medical, dental, vision, life, disability insurance, and more. 
• Savings: a 401k (USA) plan to help you plan ahead.
• Work From Home Stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).

Compensation, Benefits and Beyond: We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks.

Who we are:

CreatorIQ is the most trusted software to unify and power advanced influencer marketing for the world’s most innovative enterprises. Our Intelligence Cloud facilitates data science-enabled creator discovery, streamlines workflow, ensures brand safety, and drives meaningful measurement. Amazon, AB Inbev, Calvin Klein, CVS, Disney, H&M, Logitech, Nestle, Sephora, and Unilever are just some of the brands that utilize CreatorIQ’s platform to drive real business results across their influencer marketing ecosystems. CreatorIQ is a global company headquartered in Los Angeles with offices in San Francisco, London, and Ukraine.

At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being client-focused, putting team members first, leading with empathy, ensuring a no jerks policy, and staying focused on what's important, we create a synergistic atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.