Support Associate

LTK USA

7h • Remote

About The Position

As a Support Associate, you will review applications for potential LTK Creators and set LTK Creators and Shoppers up for success by delivering fast, accurate, technical assistance. You will diagnose problems and technical questions around LTK platforms, and serve as the first escalation point for our LTK creators. As a Support Associate, you are an expert in understanding and, more importantly, communicating complex technical issues to LTK consumers, creators, and internal team members. During a typical day, you will process LTK Creator applications, monitor support ticket inboxes, answer basic support questions, and escalate any larger issues as needed.

Requirements

• Experience managing technical questions and common support issues in a SaaS business
• Experience communicating technical concepts to non-specialists
• Experience troubleshooting technical issues
• Experiencing working within tight SLAs
• Basic understanding of digital marketing technologies
• An understanding of social media and influencer marketing
• A deep desire to prove yourself right or wrong and make smart decisions.
• Experience with Zendesk or other ticketing systems
• Understanding of popular blogging platforms and familiarity with other content management systems
• A mindset focused on seizing opportunities and moving with urgency
• Dedication to fierce prioritization and operational excellence
• Adaptability to a dynamic, fast-moving environment
• A growth mindset and openness to feedback

Responsibilities

• Review LTK Creator applications
• Answer technical tickets from both internal and external sources
• Triage issues and escalate to leadership as needed
• Identify and escalate critical problems
• Provide helpful tips and resources to LTK creators and consumers
• Provide clear documentation of best practices
• Educate and evangelize LTK best practices to build awareness for how other teams impact the business, ensuring alignment in cross-team initiatives.

Benefits

• The opportunity to be part of the leading global company in creator commerce
• A remote-first, productivity-first environment
• Competitive compensation and benefits package to meet the needs of you and your family
• 401(k) with LTK company matching
• Medical Insurance, Vision Insurance, Dental Insurance
• Paid Maternity Leave and Paid Paternity Leave
• Summer Fridays and Flexible PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees