Technical Customer Support Executive

📋 Description

• • Fanvue is at the forefront of the creator economy, revolutionizing how content creators connect with and monetize their audiences. As the fastest-growing AI-powered creator monetization platform, we are dedicated to empowering creators globally with the tools they need to foster scalable and meaningful audience growth. At Fanvue, creators are not just users; they are the heart of our ecosystem, and exceptional support is paramount to their success and satisfaction. We are seeking a highly motivated and proactive Technical Customer Support Executive to become an integral part of our dedicated support team, contributing to a seamless and positive experience for both creators and their fans.
• • This is a full-time, remote position, offering a unique opportunity to work within either evening or night shifts, including weekends. As a Technical Customer Support Executive, you will be the primary point of contact, acting as the frontline ambassador for the Fanvue platform. Your role will involve providing clear, empathetic, and professional assistance to our diverse user base, ensuring that every interaction reinforces Fanvue's commitment to excellence and user empowerment.
• • Your core responsibilities will encompass responding to a wide range of customer inquiries originating from both creators and fans. These interactions will primarily occur through live chat, phone calls, and email, demanding prompt, thoughtful, and solution-oriented responses. A significant aspect of your role will be providing comprehensive technical support, guiding users through complex platform functionalities and troubleshooting issues with patience and expertise.
• • You will be instrumental in diagnosing and resolving a variety of platform-related challenges, including technical glitches, payment processing issues, and content-specific concerns. This will require adept use of our internal tools, comprehensive knowledge of our processes, and a systematic approach to problem-solving. When faced with urgent or particularly complex queries that fall outside your immediate scope, you will be responsible for escalating these issues efficiently and accurately, adhering strictly to established protocols to ensure timely resolution.
• • Maintaining the highest standards of empathy, clarity, and professionalism in all communications is crucial. You will embody Fanvue's brand voice and core values, ensuring that our users feel heard, understood, and valued. This includes actively listening to user concerns, providing clear explanations, and offering effective solutions that address their needs.
• • Beyond reactive support, you will play a proactive role in enhancing the platform and user experience. This involves diligently flagging any identified bugs, relaying valuable user feedback to the product and engineering teams, and identifying trending support topics that may require broader attention or documentation. Your insights will be invaluable in driving continuous improvement.
• • Contributing to our knowledge base is another key area of impact. You will assist in the creation and maintenance of internal documentation, ensuring that our support team has access to up-to-date information, and also help develop user-facing help articles that empower creators and fans to self-serve and find answers independently.
• • You will be expected to work collaboratively towards ambitious Objectives and Key Results (OKRs), contributing to the overall success and growth of the support team and the company. This includes meeting and exceeding performance targets related to response times, resolution rates, and customer satisfaction.
• • The ideal candidate is someone with a proven track record in technical customer support, ideally within the digital, creator, or tech platform space. You should possess a strong aptitude for troubleshooting and a comfort level with various computer systems, mobile devices, and fundamental networking concepts. Excellent command of the English language, both written and spoken, is essential, characterized by an empathetic, concise, and friendly communication style. Familiarity with support tools such as Intercom, Slack, Notion, or Retool is highly advantageous. We are looking for individuals who possess a keen eye for detail, demonstrate patience, and can effectively problem-solve under pressure. A collaborative spirit coupled with the ability to work autonomously is key. You must be a fast learner, capable of quickly mastering new tools and processes with confidence, and maintain a calm demeanor and resourceful approach when tackling challenges.
• • This role is specifically designed for candidates located within UTC-7 to UTC-10 time zones, ensuring that UK evening and night hours align with local daytime working hours. You will operate on a fixed schedule, covering either 6:00 PM to 2:00 AM GMT or 2:00 AM to 9:00 AM GMT, on a Wednesday to Sunday or Saturday to Wednesday rotation. This structure allows for effective coverage across critical support periods while accommodating a remote, flexible work environment.