Platform Support Specialist
16 days ago
Tucson
Job Description Job Title: Platform Support Specialist Work Location: Remote from either Illinois, Texas, Tennessee, or Arizona) Start Date: As soon as possible Foam, part of Whalar Group, is the operating system for managing digital talent. Foam is a suite of intuitive pitching tools and AI-enhanced features powered by real-time, certified metrics from Instagram, TikTok, YouTube, and Snap. Foam empowers managers with the data they need to analyze content performance, inform talent negotiations, and maximize brand opportunities. With over 40,000 Creators and hundreds of millions of integrated data points, Foam streamlines the entire pitching process, eliminating spreadsheets, screenshots, and slides, allowing managers to focus on providing strategic support to their talent. Learn more at foam.io. About the role: We're looking for a Customer Support Specialist to join our team and be the first line of support for creators, talent reps, and internal teams using Whalar's technology platforms, Foam and Echo. This role goes beyond answering tickets; you'll be helping creators authenticate their accounts, guiding new users through onboarding, troubleshooting technical issues, and gathering feedback to shape the future of our products. You'll also play a key role in building scalable support systems that ensure every user feels heard, supported, and set up for success. Here's what you'll do day-to-day: • Provide timely, accurate, and friendly customer support via email, phone, and chat., • Assist creators in authenticating their social accounts with hands-on guidance., • Investigate, analyze, and document bugs or technical issues for the development team., • Lead onboarding and training sessions for new users, agencies, and internal teams., • Deliver platform demos, collect feedback, and share feature requests with Product and Client Success teams., • Build scalable processes, playbooks, FAQs, and policies to strengthen the support function., • Become an Intercom power-user, ensuring quick response times and consistent communication., • Collaborate across teams—Development, Brand Solutions, Creative Partnerships, and Finance—to resolve technical or operational issues., • Follow up with customers to confirm issue resolution and strengthen relationships., • Stay up-to-date on Foam's features, policies, and services to provide accurate assistance.Here's what we're looking for:, • 3+ years of customer service or tech support experience in a fast-paced environment., • Familiarity with Intercom (or similar tools) and basic knowledge of Jira, Miro, or Figma., • A proven track record of delivering outstanding customer service., • High attention to detail with the ability to juggle multiple priorities at once., • Proactive approach to problem-solving, scheduling calls, and following up with users., • Strong written and verbal communication skills, with the ability to build relationships over phone and email., • Medical, Dental, Vision, • 25 days of PTO + Sick days + Winter break, • Retirement planning with employer match, • Monthly phone/internet reimbursement, • Professional development stipend, • New joiner Home office allowance, • Fertility benefits, • Up to 16 weeks of paid parental leave, • Volunteer days, • Identity theft protection & Legal assistance, • Company Paid Life & Disability Insurance, • Extra Voluntary Life Insurance Policy, • Voluntary Hospital and Critical Illness Insurance, • Voluntary Pet insurance