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JOB DESCRIPTION
Our social media project is the leading destination for short-form mobile videos. Our mission is to inspire creativity and bring joy.
The User Support Associate will play a direct role in helping to establish amazing daily experience through responding to user appeals in-app and through email and webform. You will be responsible for responding in a calm, collected, and on-brand manner with a focus on first-touch issue resolution.
The Associate will become adept at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately label cases for insights monitoring in addition to responding to users. Success will be determined by productivity, quality, and resolution-based metrics.
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