Customer Support Specialist

Laylo
Honduras, Colombia, Brazil, Mexico, Nicaragua, Costa Rica, Guatemala
Workplace: RemoteContractUSD 2,500 - 3,000 monthlyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Customer-centric","Teamwork","Bias to action"]

Join Laylo as a Customer Support Specialist to onboard music creators onto the Laylo platform, provide strategic consulting to boost ROI, and resolve escalations via Intercom. You’ll handle billing inquiries, gather customer feedback to shape product and marketing efforts, and partner with the Director of Customer Success to implement scalable, efficient processes across time zones. Collaborate with leadership, support cross-functional teams, and help grow a SaaS product powering merch drops for artists.

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FursaFursa
Laylo
Laylo
1 year ago

Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Join Laylo as a Customer Support Specialist to onboard music creators onto the Laylo platform, provide strategic consulting to boost ROI, and resolve escalations via Intercom. You’ll handle billing inquiries, gather customer feedback to shape product and marketing efforts, and partner with the Director of Customer Success to implement scalable, efficient processes across time zones. Collaborate with leadership, support cross-functional teams, and help grow a SaaS product powering merch drops for artists.
Location: Honduras, Colombia, Brazil, Mexico, Nicaragua, Costa Rica, Guatemala
Workplace: Remote
Employment Type: Contract
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Onboard and educate customers as they onboard and successfully run their first drop
  • •Provide strategic consulting to help customers boost ROI on their drop campaigns
  • •Resolve customer escalations and issues with fast and effective communication
  • •Handle billing escalations and invoice issues to reduce costs and outstanding payments
  • •Collect, analyze, and act on customer feedback to inform product development and customer experience improvements

Pay and Benefits

Salary: USD 2,500 - 3,000 monthly

Key Requirements

  • •2 years of relevant work experience in client onboarding, implementation, and customer success management
  • •Experience using customer service software Intercom
  • •Excellent communication skills via phone, video conference, and email
  • •Strong understanding of growth and retention techniques and strategies
  • •Fluent in English
Experience:2+ yearsMusicEntertainmentSaaS
Skills:CommunicationProblem-solvingCustomer-centricTeamworkBias to action
Languages:English
Tech Stack:IntercomNotion

Eligibility

Visa:US citizenship/visa not required
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Laylo
Provides a fan engagement and campaign platform for artists and creators to manage releases, street teams, and promotional campaigns, helping creators grow audiences and coordinate direct-to-fan actions across digital channels.
Industry: Influencer & Creator Economy
Growth: Early Stage Startup
Website