Customer Support Representative

AspireIQ - San Francisco, CA

About AspireIQ

AspireIQ is the leading content generation platform for brands.

We solve the massive problem that faces every business today: how do you create enough content to keep up with every marketing channel? AspireIQ enables brands to generate image and video content at scale with photographers, influencers, and creators and then analyze each piece of content across paid, owned and earned media.

We 4x'd our revenue in 2017 with 200+ leading brand clients like Chanel, Dyson and HelloFresh and we're looking for great people to join our team!

The role

We are looking for an organized and highly motivated Customer Support Representative to join the fast-growing Product team at AspireIQ. In this role, you will be responsible for managing, resolving, and preventing problems by providing consistent, top-notch customer service and product expertise. You will also serve as a customer advocate for both brands and customers, providing critical feedback to inform product improvements and new features. You're a great match if you are quick to learn a new product, analytical, and driven to deliver the best possible experience to both internal and external customers.

What you'll be doing

  • Assist both creators and customers in solving problems related to product features, usability, technical issues, product performance, and escalation support
  • Define user needs and ensure timely resolution of problems or questions by coordinating and cooperating with end-users and technical personnel
  • Track customer inquiries and measure key customer support metrics
  • Educate end-users on our platform and advocate customer needs internally to continuously improve the customer experience
  • Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer
  • Challenge yourself and your team to continually improve performance
What we're looking for

  • 1+ years in a customer service environment
  • Bachelor's degree
  • Exemplary verbal and written communication skills; the ability to respond to customer inquiries in a timely manner
  • Proven ability to multi-task, prioritize and manage time effectively
  • Strong interpersonal skills, allowing you to function within a team and to build relationships with customers
  • Sound judgment and a "bias for action"
  • Metrics-driven and possesses the drive to measure and improve performance and existing processes
  • Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
  • A passion for social media and technology
Benefits and Perks

  • Flexible Unlimited Vacation Policy
  • Health, Dental, and Vision insurance + 401(k)
  • Office entertainment allowance
  • Education credit perk
  • Weekly team lunch and happy hour
  • Commuter benefits
  • Convenient location in downtown SF's financial district near Market - close to BART, MUNI, and Caltrain
  • Dog-friendly office
  • Work in a highly collaborative environment with creative and dedicated people!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.