User Support Associate
Job Location(s): London - Full time
Start date: ASAPUnfortunately, we are not able to offer visa sponsorship at this time.
About CreativeX:
CreativeX elevates the creative expression of data, building the global standard for creative quality. The world's biggest brands including Facebook, Unilever, Heineken and more use our technology and tools to make effective, data-driven creative decisions to achieve creative excellence at scale and maximise the impact of every creative decision through technology powered by machine learning.The Product Operations team is responsible for the consistent and accurate data labeling of creative assets.
We're looking for someone to join our team as a User Support Associate.
You'll be responsible for:
- Monitoring and responding to customer-reported errors
- Managing escalated data trust (labeling accuracy) support tickets
- Supporting cross functional work streams to investigate and resolve data trust projects
- Providing support for day-to-day queries from internal stakeholders and users
- Identifying and escalating product issues and bugs
- Surfacing customer feedback to account team
- Making recommendations for labeling process improvements including development of playbooks/documentation
To succeed in this role you must exhibit:
- Solution-based thinking and an ability to self-manage/work autonomously as we grow at pace
- Project Management - undertake all necessary implementation tasks from handover to completed labelling project
- Systematic thinking - ability to assess, suggest and implement improvements to consistently deliver the best outcomes
- Follow and develop processes + documentation to help continue to shape and build internal resources to aid labelling efforts (includes training documentation)
- Critical thinking and problem solving - to find solutions to challenges within the team and to offer support solutions to internal and external stakeholders clients that will best-suit their needs
- Time management - Driving adherence to project timelines to deliver projects to schedule
- Cross-functional relations/communication - establishing a partnership with cross functional teams, setting expectations and managing stakeholders
Preferred Qualifications / Experience:
- 2 years of experience in a Customer Support or Implementation role, ideally with enterprise-level customers
- Strong communication skills, verbal and written
- Project Management - Ability to prioritise, track and report on implementation status
- Critical, strategic thinking
- Meticulous with details and comfortable with Google Sheets/Excel
- Experience with ticketing systems and issue tracking systems is beneficial
Soft Skills:
- Team player
- Comfort with ambiguity
- Agility
- Resilience
- Commercial awareness
The preferred qualifications are not dealbreakers! At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you see yourself in this role, we would love to see your application!
What we Offer:
🍎 Fully paid medical, dental, and vision (US) and Private Medical Insurance and Health Cash Plan (UK)✈️ Generous time off + bank holidays📚 Education budget to be used for individual learning experiences or grouped with your team for joint learning🧘 Annual subscription to Calm and Headspace for your mental wellbeing🎟 Monthly coaching to talk to a trained professional about career goals, relationships, and personal development💵 Competitive salary and commission plan including stock options, as we believe that everyone should have a stake in the business🍼 3-month full pay parenting leave for all employees who have been with the company for one (1) year🪴 Employee contributions to a 401(k) once they have completed their eligibility period
CreativeX provides equal employment opportunities for all applicants and employees.
