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Customer Support Analyst

June 3, 2026

Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators. We connect companies with more than 68,500 trusted creators in 35+ countries, mainly in the U.S. Through Insense, brands can easily make content, run influencer campaigns, and grow their business. Today, over 2,000 mid-sized brands already use Insense to power their creator marketing.Creators are shaping the future of marketing and driving real business impact. Join the economy that’s transforming how brands grow, we’d love for you to be part of this journey! Founded in 2016, we are a remote-first company of 40+ people from 13+ countries.<h3>About the role</h3>We are currently looking for a Customer Support Analyst who will give all the support to the Content Creators from US, Canada, EUR and UK in our platform, working at our Creators Growth Team!📍This role is open to anyone based in Americas Time Zone⏰ You must be available every working day between 9 am and 6 pm EST.<h3>Who we are looking for</h3>Required:<ul><li>2-3 years of previous experience in a customer support role</li><li>Excellent written, verbal communication skills (English proficiency level C1)</li><li>Experience using tech startup tools like Google spreadsheets, Slack, G-Suite</li><li>Strong analytical and problem-solving skills</li><li>Customer orientation and ability to step into customers shoes</li><li>Proactive and self-starting attitude, ready to work in dynamic startup environment</li><li>Strong organizational and planning skills</li><li>Ability to deal with a high volume of tickets / tasks</li><li>Ability to work independently</li><li>Experience of working with content creators / influencers is a plus</li><li>Experience of working with Hubspot is a plus</li><li>Comfortable leveraging AI tools (e.g. Claude, ChatGPT) to improve efficiency and output quality</li></ul><h3>Responsibilities</h3><ul><li>Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools)</li><li>Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved</li><li>Define and optimize structure of support ticket classification tags to create transparency of support volumes</li><li>Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category)</li><li>Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction</li><li>Build a library of typical answers for support requests and automate support communications where possible using Intercom tools</li><li>Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues</li><li>Regularly check status of ongoing platform transactions</li><li>Send follow-up emails to unresponsive content creators</li><li>Track content creators with a massive amount of unresponsive transactions and DM them in social media</li><li>Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts)</li><li>Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators</li><li>Resolve issues spotted from the transaction status checking process</li><li>Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close)</li><li>Support management in AppStore and Google Play (answer to reviews)</li><li>Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas</li></ul><h3>What we offer</h3><ul><li>Forever remote role 💻</li><li>Work from anywhere role 📍</li><li>Salary in USD commensurate with your experience and location 💰</li><li>15 days of paid time off, plus US holidays (Get one extra day for each year with us.)🏖</li><li>Team retreats around the world. Sneak peek, check out our past off-sites here🌴</li><li>International exposure to global clients and employees in AMER + EMEA 🌎</li></ul>This role is open to anyone based in LATAM under a contractor agreement, meaning you will work as an independent contractor and manage your own taxes and local contributions according to your country’s regulations. Kindly select the “Worldwide” option in case your location is not listed.Please note we use a third-party payment provider that does not operate in the following locations: Afghanistan, Belarus, Crimea (Ukraine), Cuba, Democratic Republic of Congo, Donetsk People’s Republic (Ukraine), Iran, Iraq, Kherson Oblast (Ukraine), Libya, Luhansk People’s Republic (Ukraine), Myanmar, North Korea, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen, and Zaporizhzhia Oblast (Ukraine).

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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