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For Companies At a Glance
- Tasks: Manage customer support tickets and improve self-service solutions for creators.
- Company: Join Genflow, the leading creator monetisation agency with a global team.
- Benefits: Fully remote role with flexible hours and opportunities for growth.
- Why this job: Be part of a dynamic team that supports top creators and drives brand trust.
- Qualifications: 2+ years in customer support, strong communication skills, and a proactive mindset.
- Other info: Contribute to innovative improvements in customer support and automation.
The predicted salary is between 24000 - 36000 £ per year.
Genflow is the world’s leading creator monetisation agency. We partner with the world’s top creators to build brands, launch digital products and platforms, and scale long-term, sustainable businesses. Our portfolio includes some of the biggest names in the creator economy, including Logan Paul, Iman Gadzhi, Grace Beverley, Mike Thurston, Leana Deeb and Chris Williamson, alongside many fast-growing emerging creators. We’re a fast-growing, ambitious company with a global team of 100+ people. While we’ve achieved a huge amount already, we’re still at the early stages of what we’re building - and we’re focused on growing a high-performing team to help us scale what’s next.
Role Overview
Customer Support is critical to conversion, retention, brand trust and creator confidence at Genflow. We’re looking for a highly reliable, ticket-focused Customer Support Agent who consistently strives to work within SLA, while also contributing to department-level improvements across automation, self-service and AI-led resolution. This role is hands-on and delivery-driven, with additional responsibility to spot patterns, surface insights and help improve how customers resolve issues without agent involvement. This is a fully remote role, with time zone flexibility based on location.
Key Responsibilities
- Manage customer support tickets across Genflow-owned, JV and partner brands using Dixa, ensuring all queries are handled accurately, aligned with brand style and within agreed SLAs.
- Prioritise and manage workload effectively to maintain SLA coverage at all times, including during peak periods.
- Develop deep understanding of our brands, products and customer journeys to deliver efficient, high-quality support.
- Identify recurring issues and proactively improve Help Centre FAQs and chatbot responses to reduce ticket volume.
- Support ongoing automation and AI improvements using Digital Genius, contributing to increased non-agent resolution.
- Surface trends and insights from tickets to inform structured reporting, training and wider business improvements.
- Support monthly agent training sessions by highlighting common issues and opportunities for improvement.
- Treat customer support as a key channel for conversion, retention and long-term brand trust.
Skills & Requirements
- 2+ years of experience in a ticket-based customer support role.
- Strong written communication and problem-solving skills.
- Highly organised, dependable and comfortable managing high ticket volumes.
- Proactive mindset with a focus on continuous improvement.
- Confident working with support platforms and learning new tools quickly.
- Flexible availability and a willingness to work overtime where necessary to maintain SLA, in particular over peak periods (Nov-Jan).
- Experience with Dixa, Digital Genius or AI-driven customer support tools is a strong advantage.
What Success Looks Like
- SLAs consistently met or exceeded.
- High-quality, efficient ticket resolution.
- Reduced repeat queries through improved self-service and automation.
- Clear insights surfaced from customer conversations.
- A measurable contribution to a scalable, efficient and trusted CS function.
Customer Support Representative employer: Genflow
Contact Detail:
Genflow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative
✨Tip Number 1
Get to know Genflow and its brands inside out! Understanding the creators and their products will help you answer queries like a pro. Plus, it shows you're genuinely interested in the role.
✨Tip Number 2
Practice your problem-solving skills! Think of common customer issues and how you'd tackle them. This will prepare you for those tricky questions during interviews and show that you're proactive.
✨Tip Number 3
Don’t forget to highlight your experience with ticket-based systems like Dixa! If you've used similar tools, share specific examples of how you improved efficiency or resolved issues quickly.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to customise your application for the Customer Support Representative role. Highlight your relevant experience and skills that align with what we’re looking for, especially your ticket management and problem-solving abilities.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that get straight to the heart of your experience and how it relates to the role. Avoid fluff and focus on what matters!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Genflow
✨Know the Brand Inside Out
Before your interview, dive deep into Genflow's portfolio and understand their top creators. Familiarise yourself with their products and customer journeys. This knowledge will not only impress the interviewers but also help you demonstrate how you can contribute to their mission.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer issues. Highlight your ability to identify patterns and suggest improvements, as this aligns perfectly with the role's focus on enhancing customer support processes.
✨Demonstrate Your Organisational Skills
Since the role requires managing high ticket volumes, be ready to discuss how you prioritise tasks and maintain SLAs. Share specific strategies or tools you use to stay organised, which will show that you're dependable and ready for the fast-paced environment.
✨Emphasise Your Proactive Mindset
Genflow values continuous improvement, so come prepared with ideas on how to enhance their customer support. Whether it's automating responses or improving FAQs, showing that you think ahead and are eager to contribute will set you apart from other candidates.
