Customer Support Representative

SocialDB is the open database and marketplace for the creator economy — public listings for 1.4M+ creators across a dozen platforms, plus 24,000+ brands, with a two-sided marketplace for sponsorships and paid collabs and Stripe-backed escrow on top.

When a creator can't claim their listing, a brand has a question mid-deal, or someone needs their data corrected or removed, you're who they reach. As one of our first support hires, you'll own the customer experience end-to-end, keep people unblocked and happy, and turn what you hear into fixes that stop the next ten tickets.

What you'll do

• Be the first, fast, friendly response across email and the in-app support desk — for creators and brands alike
• Guide users through the core journeys: claiming and verifying listings, editing profiles, running deals, and escrow payments and payouts
• Handle sensitive requests with care and accuracy — data corrections, listing removals, and account issues — always on policy
• Triage bugs and edge cases: reproduce them clearly and hand engineering everything they need to fix it fast
• Spot patterns in tickets and turn them into help-center articles, canned replies, and product suggestions
• Own your queue and your metrics — response time, resolution time, and customer satisfaction

What success looks like

• 30 days: you resolve the majority of tickets independently and know the product and policies cold
• 90 days: response and resolution times are down, a help center exists, and you've killed recurring tickets at the source with product and process fixes

What we're looking for

• 2+ years in customer support, success, or a customer-facing ops role — ideally at a SaaS, marketplace or fintech product
• Genuinely excellent written English: clear, warm and concise
• Calm, empathetic and unflappable with frustrated users — you make people feel heard and handled
• Organized and self-directed — you can own a queue without someone watching it
• Comfortable learning a product deeply and explaining it simply

Nice to have

• Experience supporting payments, escrow, payouts or verification/KYC flows
• Creator-economy familiarity, or having worked with creators and brands before
• You've set up a help center, macros, or a support tool (Help Scout, Intercom, Zendesk) from scratch
• Basic comfort reading logs or an admin dashboard to diagnose an issue

Why join

• One of our first support hires — you shape the whole function, its tools and its tone, not inherit a script
• Real impact: your feedback goes straight to the founder and into the product
• Fully remote and async-friendly, on a small team that ships every day
• Competitive salary, plus early-stage equity
• A few overlapping core hours; otherwise, work when you do your best work

How to apply

Send your CV or LinkedIn and a short note on a tricky support situation you turned around — what happened and how you handled it. Bonus: reply to this sample message as if you were us — "Hi, I tried to claim my channel but it says someone else already did. That's my channel. Help!" We read and reply to every serious application.