Creator Support (Customer Support) Specialist


Marketing & Communications

IT & Telecoms Confidential
1 month ago

Job Summary

Our work is exciting as we are transforming the creator analytics space. This has provided many of us to work on new and exciting projects. Equally, we’ve set our people up for success by giving them professional development opportunities like courses or conferences that will help them acquire desirable skills/experience.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

What you will be doing:
  • Serve as the main point of contact for our YouTube creator customers

  • Learn our product inside and out to help our creators with all of their requests

  • Answer creators’ inquiries on a variety of topics via email and chat. Questions range from billing inquiries and password resets to complicated bug reports and fixes

  • Educate creators about our product and its features

  • Provide personalized support and guidance to creators to help them achieve success on YouTube

  • Continuously improve product knowledge of vidIQ and stay up-to-date on Youtube's new features and updates

  • Collaborate with cross-functional teams to resolve complex issues

  • Translate parts of the extension and app and help center from English into a second (or third!) language

  • Assist with any additional projects, as needed

Job requirements

Who you are
  • You live and breathe YouTube and are familiar with YouTube analytics and its ecosystem

  • You love helping others and have experience providing stellar customer support (live chat is a plus)

  • Amazing soft skills: you are kind, courteous, and always willing to go the extra mile for the creators

  • You are a wizard at problem-solving, you can identify the root cause of the issue and you are resilient to ambiguity

  • You have excellent verbal and written communication skills in English. Additional proficiency in Ukrainian or Spanish is a plus

  • You are willing to work weekend shifts

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