Customer Support Associate

CreativeX; York and North Yorkshire; Remote; GBP 34,000 - 38,000; Full time

Job summary

A digital marketing analytics company is seeking a Customer Support Associate to provide day-to-day support to users, resolving product queries and collaborating with internal teams. The ideal candidate possesses technical support experience, excellent communication skills, and a proactive problem-solving mindset. This position is remote, offering a competitive salary and comprehensive benefits including medical insurance and generous time off.

Benefits

Fully paid medical, dental, and vision insurance

Generous time off

Education budget

Annual mental wellbeing subscription

Monthly coaching sessions

Competitive salary with stock options

4-month full pay parenting leave

Employee contributions to a 401(k)

Qualifications

• Experience in a Technical Support or Customer Support role with enterprise-level customers.
• Highly organized and detail-oriented.
• Proven capacity to troubleshoot ambiguous issues.

Responsibilities

• Providing day-to-day support to users by resolving product queries.
• Identifying and escalating product issues.
• Surfacing customer feedback to account teams.

Skills

Technical Support experience

Excellent written communication

Problem-solving mindset

Ticketing systems knowledge

Organizational skills

Job description

Customer Support Associate

Salary: 45-50k USD

Job Location: Remote

Unfortunately, we are not able to offer visa sponsorship at this time.

About CreativeX

CreativeX is creating a new category of marketing. We are working with the best marketers in the world to build a new global standard for creative analytics. Our technology helps the world's biggest, and best loved brands make effective, data-driven creative decisions using our AI-driven SaaS technology. And we’re doing it at a global scale.

About the role

The CreativeX Customer Experience team works to provide a world-class experience for our clients through strategic account management, innovative technical solutions, and timely customer support. The team focuses on implementing scalable solutions and leverages deep product expertise to realize the full value of our service for our clients.

As a Customer Support Associate, you will provide day-to-day support to our users across a wide range of issues. You’ll become an expert on the product and triage support requests to the right team. This is a great opportunity to join a small but growing team and help build out processes to help our business scale.

What you’ll be doing

• Providing tactical day-to-day support to users by resolving their product queries via email or chat
• Identifying and escalating product issues and bugs
• Surfacing customer feedback to account teams
• Working collaboratively with internal teams to address issues identified via support channels
• Jumping into other projects to support various team members when necessary

What we’re looking for

• Experience in a Technical Support or Customer Support role, ideally with enterprise-level customers
• Excellent written and verbal communication skills
• Highly organized and detail oriented
• Proven capacity to troubleshoot ambiguous issues and drive to resolution
• Experience with ticketing systems and issue tracking systems
• Resourceful, hard working, and solutions-oriented mindset – you work to solve problems proactively exceeding client expectations

At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you meet a majority of the qualifications above and see yourself in this role, we would love to see your application!

What we offer

• Fully paid medical, dental, and vision (US) and Private Medical Insurance and Health Cash Plan (UK)
• ✈️ Generous time off + bank holidays
• Education budget to be used for individual learning experiences or grouped with your team for joint learning
• Annual subscription to Calm and Headspace for your mental wellbeing
• Monthly coaching to talk to a trained professional about career goals, relationships, and personal development
• Competitive salary and commission plan including stock options, as we believe that everyone should have a stake in the business
• 4-month full pay parenting leave for all employees who have been with the company for one (1) year
• Employee contributions to a 401(k) once they have completed their eligibility period

CreativeX provides equal employment opportunities for all applicants and employees.