Customer Service Representative

Genflow is the world’s leading creator monetisation agency. We partner with the world’s top creators to build brands, launch digital products and platforms, and scale long\-term, sustainable businesses. Our portfolio includes some of the biggest names in the creator economy, including Logan Paul, Iman Gadzhi, Grace Beverley, Mike Thurston, Leana Deeb and Chris Williamson, alongside many fast\-growing emerging creators. We’re a fast\-growing, ambitious company with a global team of 100\+ people. While we’ve achieved a huge amount already, we’re still at the early stages of what we’re building \- and we’re focused on growing a high\-performing team to help us scale what’s next. **Learn about** Genflow **See Genflow** Socials **Role Overview** Customer Support is critical to conversion, retention, brand trust and creator confidence at Genflow. We’re looking for a highly reliable, ticket\-focused Customer Support Agent who consistently strives to work within SLA, while also contributing to department\-level improvements across automation, self\-service and AI\-led resolution. This role is hands\-on and delivery\-driven, with additional responsibility to spot patterns, surface insights and help improve how customers resolve issues without agent involvement. **This is a fully remote role, with time zone flexibility based on location.** **Key Responsibilities** * Manage customer support tickets across Genflow\-owned, JV and partner brands using **Dixa** , ensuring all queries are handled accurately, aligned with brand style and within agreed SLAs. * Prioritise and manage workload effectively to maintain SLA coverage at all times, including during peak periods. * Develop deep understanding of our brands, products and customer journeys to deliver efficient, high\-quality support. * Identify recurring issues and proactively improve Help Centre FAQs and chatbot responses to reduce ticket volume. * Support ongoing automation and AI improvements using **Digital Genius** , contributing to increased non\-agent resolution. * Surface trends and insights from tickets to inform structured reporting, training and wider business improvements. * Support monthly agent training sessions by highlighting common issues and opportunities for improvement. * Treat customer support as a key channel for conversion, retention and long\-term brand trust. **Skills \& Requirements** * 2\+ years previous experience in a ticket\-based customer support role. * Strong written communication and problem\-solving skills. * Highly organised, dependable and comfortable managing high ticket volumes. * Proactive mindset with a focus on continuous improvement. * Confident working with support platforms and learning new tools quickly. * Flexible availability and a willngness to work overtime where necessary to maintain SLA, in particular over peak periods (Nov\-Jan). * Experience with **Dixa, Digital Genius or AI\-driven customer support tools** is a strong advantage. **What Success Looks Like** * SLAs consistently met or exceeded. * High\-quality, efficient ticket resolution. * Reduced repeat queries through improved self\-service and automation. * Clear insights surfaced from customer conversations. * A measurable contribution to a scalable, efficient and trusted CS function. To apply directly please fill out the form\- https://genflow.typeform.com/to/CiwacO4r