Customer Success Operations Specialist

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London. We operate on a culture of mutual respect, with core value pillars including:
Trust. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity. Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.Value. Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds. Ownership. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments. Mutual success. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success. 
This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.
This role sits at the center of how Traackr customers get help and get their data. You will cover both L1 and L2 support for customers using the platform, and you will also help deliver the data integrations that push Traackr data into customers' own systems. You will work closely with Customer Success Managers, the operations team, and our data and product partners, learning the product deeply enough to answer hard questions and spot the patterns behind them. Success looks like customers who get fast, accurate answers, integrations that land on time, and support processes that get measurably easier to run.

Responsibilities

• Handle L1 support through our support interface, resolving product and account questions quickly and clearly.
• Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners with the detail they need.
• Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working with internal teams to resolve them.
• Support data integration projects for customers from initial request through configuration, testing, and handover, following an established implementation plan.