Customer Success

What we're looking for:

We need someone with 2-4 years of experience in customer success, support, or account management at a SaaS company, marketplace, or platform who thrives in high-volume, fast-paced environments. You should be comfortable making independent judgment calls, investigating technical issues, and managing hundreds of conversations without dropping the ball. Bonus points if you have experience in the creator economy, influencer marketing, or two-sided marketplace operations.

What you'll do:

Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls — handling onboarding, disputes, payments, campaign setup, and platform issues

Take ownership of customer problems end-to-end, investigating issues independently using internal tools before escalating to engineering

Run onboarding calls for brand customers and manage enterprise accounts in Slack channels

Work closely with engineering and product teams to relay common issues, identify root causes, and prioritize fixes that improve the overall user experience

Optimize the AI support agent (Fin) to deflect more conversations over time and improve response quality

Build and improve internal documentation, workflows, and systems that allow the CS function to scale efficiently as volume grows

Leverage AI tools like Grokbot to work on multiple tickets in parallel, conducting detailed investigations across concurrent conversations

Identify patterns in customer problems and contribute product-minded feedback that gets baked into the platform to reduce future support volume