Customer Support Specialist

Roar Global is a leading platform-specific digital marketing solutions provider that operates across media sales, content production, team augmentation, and digital consultancy. We empower brands to unlock their growth potential on digital platforms.

Through our brands, Roar AdX and 3P Media, we help businesses buy ads on platforms better. We represent global platforms such as Meta, LinkedIn, and Google in emerging markets, providing strategic consultation and support to 5,000+ clients.

Roar Media specialises in creating platform-specific digital content tailored to the distinct formats and winning formulas of each platform. With over a decade of experience, we have worked with 300+ global clients. Roar Apex connects businesses with top-vetted remote marketing and tech talent in Asia.

Our most recent acquisition, Creator Flow is Australia's Largest UGC Marketplace, which connects brands and businesses with top UGC creators.

We have offices in Sri Lanka, Bangladesh, Laos, Brunei, and Singapore, and are proud to be ranked as one of 50 Best Workplaces™ as well as one of 15 Best Workplaces™ for Millennials in Sri Lanka by Great Place to Work®.

About Creator Flow 

Creator Flow is Australia’s largest UGC marketplace, connecting leading brands with talented creators to produce impactful video ads. As a Roar Global company, we empower brands to unlock their growth potential on digital platforms like Facebook, YouTube, LinkedIn, and more. Our platform helps brands and agencies create video ads faster than ever, ensuring business growth and success in the digital economy.

About the Role

As a Customer Support Specialist, you will be responsible for managing client/creator relationships and ensuring the smooth operation of business processes. Your primary focus will be to serve as the main point of contact for both clients and creators, providing support for any platform-related needs, as well as facilitating discussions around any issues or new opportunities that arise.

Responsibilities

• Client Relationship Management: Build and nurture strong, long-term relationships with brand partners and agencies, ensuring their satisfaction and success on the platform.
• Onboarding & Client Support: Lead the onboarding of new clients, ensuring they understand the platform and processes for collaborating with creators.
• Client/Creator Coordination: Act as the main point of contact for clients/creators, guiding them through the platform process and ensuring timely delivery of video orders.
• Business Operations: Oversee daily business operations related to ongoing jobs on the platform, ensuring efficiency and alignment with client objectives.
• Finance Collaboration: Work closely with the finance team to resolve daily finance operational tasks, ensuring smooth transactions and financial processes for clients.
• Issue Resolution: Quickly address client concerns or operational challenges, ensuring a smooth and successful experience for all stakeholders.

Requirements

• 2-3 years experience in online customer support or business operations, preferably handling international clients.
• Strong communication skills – You are adept at building relationships and conveying information clearly and concisely.
• Problem-solving mindset – You can proactively identify challenges and implement solutions to ensure operational success.
• Platform expertise - Experience with Intercom, Bubble, or using a platform backend would be an added advantage, helping you understand and navigate client issues more effectively.

Pre-Requisites

• Access to a computer for daily tasks.
• Webcam for virtual meetings and team collaboration.

Perks

• Work from anywhere: This position is fully remote.
• Continuous learning opportunities.
• International exposure and collaboration with diverse teams.
• An open-minded team that values diversity and inclusivity.
• Health care benefits
• Yearly learning allowance

Timezone

• This role operates in the Australian Standard Time (AEST).