Customer Support Specialist

Bachelor's degree. 2+ years of experience in SaaS customer support, Marketing, Communications, or Client Services. Exceptional written and verbal communication skills. Ability to tailor communication to different audiences and simplify complex topics. Proficiency in public speaking and delivering presentations. Strong analytical skills using Microsoft Excel or Google Sheets. Passion for technology and exploring product intricacies. Self-motivation, quick learning, resourcefulness, attention to detail, and collaboration. Familiarity with influencer marketing platforms (Instagram, TikTok, YouTube) is a plus. Fluent in English, French, or Spanish.

Provide expert guidance on Traackr products and services. Facilitate customer onboarding, including account setup and implementation. Conduct training and working sessions to optimize platform utilization. Respond to user inquiries, troubleshoot technical issues via Intercom. Collaborate with internal teams (data, engineering, product) for issue resolution. Align service levels with company strategy with Customer Success Managers and Operations. Identify recurring issues and gather feedback for product improvement. Assist Customer Success team with ad-hoc client projects.