About the job
Customer Support & Product Specialist
Company: Creator
Title: Customer Support & Product Specialist
Status: Full-time, Hybrid
Introducing Creator (www.creator.co) - renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem, we're recognized as one of the worldβs top influencer marketing platforms. Distinguished as a leader in the G2 Spring Report we are revolutionizing social commerce, connecting creators, influencers, and brands in ways that redefine industry standards. Our platform isn't just about collaboration; it's a powerhouse engineered to streamline operations, optimize campaigns, and yield measurable, impactful results. If you're passionate about leveraging technology to enhance customer experiences and are excited about taking Creator to greater heights, letβs talk. #CreatorCo #InfluencerMarketing
About the Role:
Weβre looking for a Customer Support & Product Specialist to drive growth within our self-serve customer segment. This multifaceted role blends customer advocacy, product expertise, and strategic thinking to ensure our customers' success and drive product innovation. You will be the primary contact for our self-serve customers, gathering feedback, and translating insights to product improvements, and ultimately enhancing the overall self-serve customer experience.
Responsibilities:
- Act as the primary point of contact for self-serve customers, providing guidance, support, and proactive outreach to drive success
- Develop and execute strategies to drive customer adoption, usage, and retention for our self-serve services
- Identify opportunities to enhance the self-serve experience
- Manage self-serve customer onboarding, providing training sessions and ensuring our customers are equipped to use the product effectively
- Conduct regular check-ins and health assessments with self-serve customers, identifying opportunities for upsell and expansion
- Develop and deliver help center articles, training materials, and other resources to empower customers to maximize the value of our platform
- Gather and analyze customer feedback, identifying trends and insights to inform product roadmap decisions and enhancements
- Serve as the intersection between Customer Success and Product, ensuring that the Customer Success team understands the product roadmap and are familiar with product features as they are released
- Work closely with product and engineering to implement enhancements to our platform based on customer feedback and market trends
- Assist the product department with alpha and beta testing for new product features
- Advocate for customer needs and priorities within the product development process, ensuring that the self-serve platform meets the evolving needs of our users
- Analyze customer interaction data to identify common churn indicators in the self-serve customer segment
Requirements:
- Bachelorβs degree in Business, Marketing, Computer Science, or a related field
- 2+ years of experience in a customer success or customer support role
- 1+ years of experience working in a SaaS environment
- Strong knowledge of data analysis best practices with experience performing and presenting data breakdowns
- Analytical mindset. Strong systems thinker with a knack for digesting data, drawing meaningful insights and making strategic recommendations
- Excellent communication and project management skills
- Strong experience with Google Sheets
- Experience with Zendesk and Pendo is an asset
What We Offer:
- A competitive salary and benefits package (health, dental, and vision insurance)
- A vibrant office in downtown Vancouver with the flexibility of remote work 2 days per week
- An inclusive environment with a team of passionate and talented individuals
- Opportunities for personal and professional growth, with access to industry events and conferences
- A supportive company culture that values collaboration, innovation, and communication
- The opportunity to participate in the scaling up of a thriving company including the professional and personal upside that comes with it
Compensation Range:
We offer a starting salary of $55,000-65,000 CAD
Total compensation includes Salary, bonus, benefits, and other perks
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