Support Specialist, Later
$45-52k
Social media marketing scheduling platform
Be an early applicant
Social media marketing scheduling platform
1001+ employees
Be an early applicant
$45-52k
1001+ employees
Company mission
To build the world’s first Social Revenue Platform.
Role
Who you are
- Strong Organizational Skills: Ability to manage competing priorities while maintaining accuracy and focus
- Customer-Centric Mindset: Genuine enthusiasm for helping customers and solving problems proactively
- Clear Communication: Excellent written and verbal skills for engaging with customers and teammates
- Team Collaboration: Comfortable working across teams and sharing ownership of outcomes
- Analytical Thinking: Able to assess tickets, spot trends, and apply insights to improve service
- Technical Familiarity: Experience with support platforms (e.g., Zendesk, Intercom) and ticketing systems (e.g., JIRA)
- Adaptability: Thrive in a fast-paced environment with shifting needs and priorities
- You’re proactive and results-driven, always taking initiative, aligning your actions with company goals, and delivering consistent outcomes
- Strategic and forward-thinking, you balance immediate needs with long-term opportunities to drive impactful, innovative results
- Your curiosity fuels success, keeping you sharp on industry trends, competition, and our cross-functional business dynamics
- Adaptable and resourceful, you handle shifting priorities with ease, manage your time effectively, and know when to ask for support
- You share insights to help the team stay ahead and make informed decisions
- You bring positivity and resilience to every challenge, tackling obstacles with grit and optimism that inspires those around you
- You lead with emotional intelligence, building trust, supporting others, encouraging growth, and fostering strong relationships through empathy and collaboration
What the job involves
- As a Support Specialist, you’ll play a key role in delivering high-quality support experiences that help our customers achieve success across our full suite of products.
- You’ll spend the majority of your time supporting customers - we currently provide email, chat, and video support - and work cross-functionally to surface insights, resolve complex issues, and help shape the customer experience
- Provide high-quality, timely support to customers
- Tailor communication to various audiences, ensuring understanding across technical and non-technical users across diverse industries
- Create and maintain internal knowledge base articles, leveraging customer feedback for continuous improvement
- Collaborate cross-functionally (Product, Engineering, Services teams) to enhance the overall customer experience
- Troubleshoot and resolve complex customer issues across products and platforms
- Identify root causes, replicate issues, and propose actionable solutions
- Leverage organizational tools and resources to deliver prompt and effective troubleshooting support
- Produce detailed, high-quality bug tickets that streamline issue resolution
- Anticipate obstacles and adapt problem-solving approaches for optimal outcomes
- Mentor and guide more junior team members to elevate collective problem-solving capabilities
- Develop and maintain a deep understanding of our full product suite, including features, integrations, and APIs
- Stay consistently informed about product updates, trends, and emerging features to provide accurate customer assistance
- Advocate for customer-centric product development by identifying and communicating feature requests and usability issues
- Act as a subject-matter expert within the team, contributing to training and documentation initiatives
- Understand customer goals and pain points to offer solutions aligned with their business needs
- Proactively identify opportunities to enhance customer satisfaction and loyalty through innovative solutions
- Contribute to internal projects that improve tools, processes, or service quality
- Champion a customer-centric culture, providing strategic insights to drive long-term growth and success
Our take
Platforms like Instagram, Pinterest, and TikTok have become indispensable for businesses of all sizes, shaping their marketing strategies and driving success. Later specializes in assisting customers in navigating these channels. Offering a visually oriented suite of tools, the marketing platform enables marketing managers to schedule, analyze, and track sales from their content effectively.
Focusing on small businesses, Later is doubling down on its strategy, aiming to provide additional products tailored for marketers at these enterprises while expanding its geographic reach. This expansion of product capabilities not only caters to the evolving needs of small businesses but also helps Later mitigate platform risk from social media companies mimicking its services. Partnerships with platforms like TikTok and Instagram, featuring post scheduling, analytics, and conversation tools, showcase Later's commitment to innovation and staying ahead in the competitive landscape.
In a significant development, Later recently merged with Mavrck to become one single brand under the name Later. The unified entity brings together its flagship products to drive traffic and revenue from platforms like Instagram and TikTok. This move aims to enhance user experience, drive engagement, and allow brands and creatives to achieve their social marketing and revenue goals effectively.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2015
$1.2m
SEED
Dec 2014
$1.3m
SEED
Total funding: $3.8m
Company benefits
- Flexible Paid Time Off
- Hybrid Work Environment
- Competitive Healthcare Benefits
- Stock Options
- Learning & Development Opportunities
Company HQ
Chinatown, Vancouver, BC
Leadership
Roger Patterson
(Co-Founder)Serial entrepreneur and Software Engineer, Roger has also co-founded Launch Academy, a non-profit grass-roots startup incubator, gaming company, Flock & Swarm Mobility and automated business intelligence company, Datacomb Data Services.
Ian Mackinn
(Co-Founder & CTO)Ian has had a hand in building enterprise-scale software products over a successful career at Google, SAP and Pulse Energy. Ian co-founded Placeling and was the Technical Lead at the mapping startup, Mapdash.
Cindy Chen
(Co-Founder)A design expert, Cindy has worked as Product Designer at Thinkific and as a Design Lead at Momentus Software.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 80 more jobs at Later