Customer Success Support Assistant (2) - 66020711352

Job Title: Customer Success Support Assistant

Location: Remote - Philippines

Type: Full time

Working Hours: Monday to Friday 9:00am–5:00pm UK time

Base Salary: $1,000 – $1,200 USD/ month 

About the Company

We are a specialized, members-only influencer marketing platform that is redefining how leading global brands connect with content creators. Rather than relying on traditional transactional models, our platform fosters authentic partnerships by matching top-tier and micro-influencers with brands they already genuinely love and use.

Our technology streamlines the end-to-end campaign lifecycle—from opportunity listings and creator bidding to direct messaging, content management, and performance analytics—saving brands hundreds of hours in operational overhead while delivering high-impact engagement and ROI. Behind our platform is a collaborative, fast-paced, and passionate team dedicated to making influencer collaboration seamless, transparent, and highly effective.

About the Role

We are looking for a highly organized, proactive, and fast-paced Customer Success Support Assistant to join our team. This role is built for someone who thrives behind the scenes—keeping high-volume workflows running smoothly, staying on top of client and influencer communications, and ensuring nothing slips through the cracks.

You will play a central role in managing our platform inbox, supporting influencer campaigns, and streamlining daily operations. In this position, you will take ownership of platform-side support and messaging workflows while aligning with established communication standards.

Responsibilities

1. High-Volume Inbox & Support Management

• Talent & Platform Inbox Management: Monitor, triage, and respond to a high volume of messages across platform tools and email inboxes promptly and accurately.


• Query Resolution: Resolve incoming issues and inquiries using existing FAQs, support materials, and standard operating procedures.


• Communication Consistency: Maintain tone and response guidelines aligned closely with Diana’s communication style to ensure a seamless experience for clients and influencers.


• Issue Escalation: Identify complex or non-standard support requests and escalate them efficiently when needed.

2. Influencer & Campaign Coordination

• Influencer Tracking: Follow up with influencers to confirm content submissions, post deadlines, and campaign deliverables.


• Profile & Content Analysis: Review and evaluate social profiles and content styles to ensure alignment with campaign requirements.


• Asset Management: Download, collect, and organize influencer content (images, videos, captions) in structured internal folders for easy client access and reporting.

3. Campaign Administration & Reporting

• Platform Administration: Support the Customer Success team with campaign setups, progress tracking, and internal documentation.


• Trial Onboarding: Assist Sales and Customer Success teams in onboarding new clients onto free trial accounts (profile setups, basic troubleshooting, administrative assistance).


• Reporting Support: Gather, download, format, and structure data within spreadsheets and presentations to generate campaign performance summaries.


• Meeting Support: Attend client or internal meetings as needed, take clear notes, and track action items through to completion.

4. Process Improvement

• Workflow Optimization: Identify repetitive admin tasks or bottlenecks and suggest practical ways to streamline daily operations.

Qualifications & Technical Skills

• Google Workspace Expertise: Advanced proficiency with Google Sheets/Trackers, Google Slides, and Google Docs.


• Social Media Familiarity: Working knowledge of Instagram and TikTok, with the ability to analyze social profiles, media metrics, and content aesthetics.


• High-Volume Support Experience: Proven experience handling fast-paced, high-volume inbox workflows or administrative operations.

Key Characteristics & Soft Skills

• Exceptional Organization: Highly structured approach to work—you love checklists, spreadsheets, and keeping databases updated.


• High-Volume Multitasker: Capable of managing hundreds of ongoing conversations and tasks simultaneously without sacrificing accuracy.


• Speed & Responsiveness: Known for quick turnaround times and proactive updates.


• Independent Execution: Comfortable working autonomously with minimal hand-holding once onboarded.


• Clear Communication: Strong written communication skills with a diplomatic, confident approach to following up and gathering details.


• Team-Oriented Adaptability: Eager to collaborate closely with team members and adapt smoothly to established ways of working.