vidIQ Creator/Customer Support Specialist

vidIQ is a platform that provides tools and resources to help creators optimize their YouTube content.

Remote job

The annual salary for this position ranges from $34,000 to $38,000.

Position Description

We are currently looking for a passionate and committed individual to become a part of our Creator Support Department as a Creator/Customer Support Specialist at vidIQ. Your contribution will be essential in delivering assistance to our highly valued users.

As a part of this position, your duties will include:

Providing timely and accurate solutions to assist users with their inquiries
Offering guidance and support to users on effectively utilizing the features and tools of vidIQ
Identifying and resolving technical issues, and escalating them to the relevant teams as necessary
Cultivating strong relationships with users to ensure their satisfaction with our services
Gathering feedback from users and communicating it to the product development team to enhance our platform.

Requirements for the job:

Exceptional communication skills, both written and verbal
Strong problem-solving aptitude
Capable of working independently or collaboratively in a team
Over 2 years of experience providing customer support
Familiarity with YouTube and other social media platforms
Understanding of video content creation and optimization
Skilled at multitasking and prioritizing tasks efficiently
Great attention to detail and accuracy
Willingness to work flexible shifts, including weekends and holidays
Proficient in using various customer support tools and software (Intercom, Asana, Stripe)

Available to work from 6 am to 2 pm PST, including weekends.

Desirable:

You possess your own personal YouTube channel
Mastery in various languages

At vidIQ, our core principles include promoting collaboration, creativity, and a supportive workplace culture. We strongly prioritize empowering our employees to develop both personally and professionally, and offer numerous opportunities for their career advancement.

vidIQ is the perfect place for individuals seeking a stimulating and fulfilling position that allows them to positively impact the lives of content creators. Our team is on a mission to assist creators in enhancing their presence on YouTube, and we invite you to join us.

We are excited to evaluate your application and your enthusiasm for vidIQ.

Key Daily Responsibilities and Duties

Your main role as a Creator/Customer Support Specialist is to assist creators and customers with any issues or questions they may have regarding the platform and its features.

Responding to Support Tickets

A big part of your day will be spent replying to support tickets from creators and customers. You’ll need to investigate the issues, troubleshoot problems, and provide solutions and helpful information to resolve their concerns. Some tickets may be simple questions that you can easily handle, while others may require more research and follow-up to fix.

Live Chat Support

In addition to support tickets, you will also handle live chat inquiries from creators and customers. These conversations require a quick response as the person is waiting in real-time for your help. You’ll need to be adept at communicating solutions clearly and concisely through chat. Some live chats may require follow-up support tickets if more complex issues arise.

Content Moderation

An important responsibility in this role is reviewing user-generated content to ensure it meets the platform’s standards. You will need to remove any content that violates policies around spam, harassment, explicit material, and other prohibited content. Moderating content helps provide a safe, positive experience for all users.

Reporting and Feedback

To help improve the overall user experience, you will provide regular reports and feedback based on your interactions with creators and customers. You may suggest enhancements to the platform, point out common issues that could be addressed, and report on trends in support tickets or content moderation. Your input and recommendations are valuable for product development and risk management.

In summary, the key daily duties of a Creator/Customer Support Specialist include responding to support requests, moderating content, providing live chat assistance, and reporting on key issues and recommendations to improve the platform. By fulfilling these responsibilities, you help creators and customers get the most out of their experience and contribute to the ongoing success of the company.

FAQs

What is the role of a Creator/Customer Support Specialist at vidIQ?

As a Creator/Customer Support Specialist at vidIQ, your primary role is to provide helpful, empathetic support to creators and customers.

This includes addressing questions and concerns about vidIQ’s tools, troubleshooting any issues, and ensuring an excellent experience. You will work directly with creators and customers via our support channels to resolve their issues in a timely manner.

What are the key responsibilities of this role?

The key responsibilities of a Creator/Customer Support Specialist include:

Monitoring and responding to support requests across our help desk, live chat, and email support channels.
Diagnosing and troubleshooting issues creators and customers are experiencing with vidIQ’s tools. This requires a strong understanding of our products and platform.
Providing helpful information and guidance to assist creators and customers in getting the most out of vidIQ.
Escalating more complex issues to our Product Support team when needed.
Staying up-to-date with new features and updates to vidIQ’s tools to provide the best support experience.
Achieving key performance indicators like first response times, satisfaction scores, and resolution rates.
Contributing to our knowledge base and support documentation to help creators and customers help themselves.

What are the requirements for this role?

To be a successful Creator/Customer Support Specialist, you should have:

Exceptional communication and customer service skills. You can convey empathy, patience and positivity with each interaction.
Proficiency with vidIQ’s tools and platform. You have a solid understanding of how our products work and can apply that knowledge to address creator and customer issues.
Strong problem-solving abilities. You can logically diagnose issues and determine solutions, whether simple or complex.
Technical aptitude. You have a general understanding of web technologies, browsers, operating systems and software that will help in troubleshooting.
Adaptability to change. You can quickly learn and adapt to updates in vidIQ’s tools, processes and policies.
Availability to work shifts that cover extended hours, including occasional weekends and holidays. As creator and customer support is a global operation, flexibility is required.