User Support Representative, After Hours

Overview

Help independent creators make a living doing what they love! Every year, millions of customers use Creative Market to bring their creative projects to life with ready-to-use design content from independent creators around the world. Making our 4 million+ members happy is priority #1 at Creative Market, and our relentless focus on customer satisfaction has had a huge, direct impact on our rapid growth since we launched five years ago.

The mission of the Support Team is to build user trust & engagement by acting as the voice of our users, creating value-adding education and resources, swiftly providing reactive support, and focusing on user success by proactively planning for future needs.As a member of our growing team, you’ll work alongside us and further our mission by owning the after-hours ticket queue, fielding urgent requests, and ensuring our international users receive swift responses during their workday.

Responsibilities

• Efficiently respond to 200+ inquiries a week via Zendesk and various social mediums(Facebook, Twitter, Community Forums).
• Own customer issues from notification to resolution.
• Support mission-critical functions such as payouts and fraud management.
• Provide instruction and tutorials about our service to existing customers.
• Represent the voice of our users by interfacing and collaborating with other internal teams when appropriate.
• Cover the evening schedule(1 pm-9 pm PST) and 1-2 weekends per month

About You

• You have great listening and empathy skills. You can read between the lines to identify the root causes of customer issues. Your express yourself well through written, phone, and in-person communication.
• You have a team-first approach and believe that we’re better when we work together towards a goal.
• You aren’t afraid to be wrong and seek first to learn and listen. You see each small task as an opportunity to learn more about our users, the product, the team, and yourself.
• You care deeply about the small details. You understand how the small things fit into the big picture and can easily make the connections.
• You authentically care about the world and team around you and always look for ways to impact the common good. You approach your work without ego and focus on the success of the team.
• You personal integrity is your North Star.

Bonus Points For

• You have technical skills in Adobe Creative Suite, WordPress, or Procreate.
• You’re a maker or a member of the Creative Market Community.
• You have experience working on a marketplace or eCommerce business.
• You have experience working in a startup environment.

We’re Offering

• Competitive compensation
• Meaningful equity
• 401(k) plan
• Medical, dental, and vision benefits
• Generous paid time off
• New workstation
• Company-wide vacation from Christmas Eve to New Year’s Day
• Dog-friendly office

Creative Market actively encourages applicants from all backgrounds, races, gender identities, and orientations, because we believe that diversity makes for better companies.

This role is open to remote candidates in California, Washington, Colorado, Texas, New York, and North Carolina.