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Community Support Representative (part time)

Remote

Octoly is a platform that connects brands with our community of influencers and consumers to create authentic and engaging content. We work with some of the top beauty and lifestyle brands around the world. Learn more at www.octoly.com.
Octoly is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.
As a Community Support Representative, you will be responsible for answering email inquiries from our community of influencers and consumers. Our Community Support Representative will be primarily responsible for communicating with our influencers and help troubleshoot issues. Duties will include researching, educating and resolving complaints, working on credit redemptions, detecting potential spam accounts, identifying shipping and site bugs, performance issues, and other responsibilities to ensure community retention and satisfaction.
Octoly has a collaborative and innovative workplace and the expectation is that as a Customer Support Representative, you will work closely with the Creator and Marketing teams to improve tactics, processes, and communications over time.
The Community Support Representative may need to occasionally respond to emails after typical work hours or on the weekend. Weekday schedules will be flexible in order to balance out these commitments as necessary.
What You Will Do:
•   Respond to customer support requests via Intercom
•   Help customers troubleshoot issues they encounter while using our software and provide actionable tips to resolve the problem
•   Creation of tickets on ClickUp to provide the technical team with all necessary information about bugs encountered by users
•   Follow communication procedures, guidelines, and policies
•   Identify trends in customer service requests and handle accordingly
•   Troubleshoot, replicate, and report errors and bugs to the Development team
•   Avoid legal challenges by monitoring customer compliance with terms of service
•   Support the Creator team and other operations personnel
•   Miscellaneous administrative tasks to ensure smooth team operations
•   Contribute to the development and success of the Octoly team
Who You Are:
•   Bachelor’s degree preferred but not required
•   1 year of previous customer support experience preferred but not required (e.g. answering email inquiries)
•   Strong verbal and written communication skills
•   Experience multi-tasking in a fast-paced environment
•   Proactive, organized, and detail oriented
•   Self-starting professional with a positive attitude
•   Empathetic communicator with a customer-focused mindset
•   Problem-solving and logical thinking skills; you demonstrate initiative, take ownership of customers' needs, and make suggestions to improve processes and customer service
•   Ability to work in a team environment and work a flexible schedule to meet our business needs
•   Computer-literate and proficient in Microsoft Suite/ Google Drive
This position will be remote (support NY team) and report directly to the Director of Performance Marketing

Account Executive

Soho, NYC

Octoly is looking for an Account Executive to own the full sales process including prospecting, discovery, scoping, negotiation, and closing. Your prospects will be marketers at D2C brands across skincare, color cosmetics, accessories, home goods, fashion, and lifestyle verticals.
You should be adept at presenting (in person and via video conference) to large groups, navigating procurement and legal review processes, as well as collaborating with the Account Management team for upsells and ongoing relationship management. You are someone who can quickly build rapport, ask thoughtful questions, and get to the business motivation behind a demo request. Through experience and genuine interest, you have a thorough understanding of the digital marketing landscape, social media, influencer marketing, and brand building. You know the difference between in-house creative and UGC, and you can explain what EMV means to your grandma in a way that makes her understand it.
What You Will Do:
•   Own your book of business, opening and developing new business opportunities, demoing the platform, and closing contracts that are win-wins for both client and Octoly.
•   Become an expert in identifying the challenges our customers face when doing influencer and consumer seeding at scale; demonstrate how Octoly can overcome those challenges and help achieve customers’ goals.
•   Build a deep understanding of the Octoly product, value, market, and competitive landscape.
•   Accurately manage your forecast to ensure quota attainment.
•   Stay on top of industry trends, both the eCommerce space and also relating to your target verticals.
•   Provide and receive feedback from teammates and managers with an open mind.
•   Build and maintain strategic relationships with clients and agencies from daily user to CMO.
•   Be a positive contributor to our stellar sales (and general office) culture.
•   Offer creative insights and problem-solving to all of the above on a consistent basis.
Who You Are:
•   3+ years of closing experience in selling a SaaS marketing product directly to brands
•   Proven track record of building pipeline and exceeding monthly and quarterly quotas
•   Strong understanding of digital marketing and eCommerce landscape, including value propositions like increasing engagement, reach, EMV, interactions, conversion, AOV, etc.
•   Superior organizational skills; you are a follow-up machine (without sending “just checking in!” emails) and never let anything fall through the cracks - leads, emails, opportunities to surprise and delight
•   Experience using standard sales tools like MixMax, Zoom, LinkedIn, ZoomInfo, etc.
•   Process-oriented - not only adept at keeping Salesforce up-to-date, but understand w​hy​ it’s crucial
•   Team player: coachable, collaborative, thoughtful, and resourceful
This position will be based in our NY Soho Office and report directly to the VP of Operations and Marketing.