Customer Support Agent, Creative Fabrica
3-5 days a week in office
Creative assets marketplace
Open for applications
Creative assets marketplace
201-500 employees
Open for applications
3-5 days a week in office
201-500 employees
Company mission
To craft exceptional tools, fueled by AI, and premium content for creators and crafters, guiding them from inspiration to creation.
Role
Who you are
- You have 1+ years of experience in Customer Support 2nd level role
- You have excellent verbal and written English skills
- You have great communication and soft skills, allowing you to effectively de-escalate situations
- You have analytical skills to handle complex escalations and bug-related issues
- You are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutions
- You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and open
- You are flexible and adaptable as we are always evolving
- You are open to feedback and have a growth mindset
Desirable
- Experience with social media support
- Experience with ticketing and time-tracking software
- Basic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut)
What the job involves
- As a Customer Support Agent L2, your primary responsibility will be handling escalated customer inquiries from L1 agents
- Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook. The team also focuses on increasing user engagement on Facebook to strengthen our brand presence
- Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy
- Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel
- Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution
- Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services
- Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided
- Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements
Our take
The experience of buying assets for creative work is a major pain point - it can take an extremely long time to find just what you need for a project, and then licensing and pricing can be difficult to navigate. Creative Fabrica was founded in 2016 to make things simpler, with an easy-to-navigate user interface and vastly simplified subscription plans with commercial licensing included. Originally offering just fonts, it has swiftly grown into a marketplace listing all kinds of creative assets built by its community of over 4 million users.
Creative Fabrica is not alone in bidding for a slice of the £85 billion creator economy, and faces competiton from other asset stores such as Etsy, Adobe and Envato. However its competitors focus mostly on creatives purchasing assets for professional use, while Creative Fabrica also serves the large hobbyist market. It is also unique in providing generative AI tools, allowing its users to create images from prompts and offer them for sale in the market.
Creative Fabrica completed a funding round led by Alven in 2023. This will be invested in expanding the company's network of designers, further developing its generative AI tools and hiring senior talent. In the shorter term, it is looking to grow its market presence internationally and become the predominant online ecosystem for creatives and creators.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
49% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2023
$48.8m
SERIES B
Jan 2021
$7m
SERIES A
Total funding: $56.4m
Company benefits
- Top-Notch Tools and Gear: You'll be equipped with everything you need: a top-of-the-line laptop, the latest collaboration tools, and stylish accessories to match.
- Awesome Office: Based in a beautiful office in the center, working here means delicious lunches cooked by our very own chefs, plus access to our own CF library to keep the learning going.
- And a great team: We work hard and have fun together. On Fridays, we kick off the weekend together at the local bar, but there's more; we regularly organize events and company trips, creating opportunities to bond and build meaningful connections.
Company values
- Be the best version of yourself
- Make it work
- Genuinely Care
Company HQ
Jordaan, Amsterdam, Netherlands
Articles
Leadership
Anca Stefan
(Co-Founder)Previously co-founded Responsive. Was also CTO of CrowdyHouse and a Java Software Engineer for Finalist.
Roemie Hillenaar
(CEO)Previously co-founded Responsive SRL and Toolchain. Before that was CPO at CrowdyHouse and Product Manager (Mobile) at Hyves.
Salary benchmarks
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