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Support Specialist

Chicago, Illinois, United States

Later is the enterprise leader in social media and influencer marketing software, services, and data, trusted by leading brands and agencies worldwide. Following our acquisition of Mavely, the Everyday Influencer Platform®, Later enables brands to scale creator partnerships from nano to premium influencers while managing social media content and campaigns across all major social and affiliate networks. Through proprietary performance data, marketing leaders can drive attributable sales and optimize social commerce with our software platform or award-winning services. 

Later is founded on two success stories that began in 2014: Mavrck, the industry-leading influencer marketing solution (now Later Influence™), and Later, the best social media management platform (now Later Social™) and first-to-market link in bio tool, Later Link in Bio. In 2024, Mavrck and Later officially joined together as one unified business, with a shared vision: to enable the world to make a living with their creativity.

We’re trusted by the top social platforms, with partnerships and integrations with Meta, TikTok, LinkedIn, YouTube, and Pinterest.

We enable marketers to create high-performing content and engage in authentic collaborations with creators to reach new audiences, drive engagement, and generate predictable ROI. 

About the role:

As a Support Specialist, you’ll play a key role in delivering high-quality support experiences that help our customers succeed across our full suite of products. You’ll spend most of your time directly supporting customers via email, chat, and video, while also surfacing insights, resolving complex issues, and helping shape the customer experience. Your work will be critical in ensuring customers feel supported, informed, and confident in using our products.

What you’ll do:

Customer Support

  • Provide high-quality, timely support to customers across multiple channels.
  • Tailor communication to technical and non-technical users from diverse industries.
  • Create and maintain internal knowledge base articles, using customer feedback to drive continuous improvement.
  • Collaborate with Product, Engineering, and Services teams to enhance the overall customer experience.

Troubleshooting & Problem Solving

  • Troubleshoot and resolve complex customer issues across products and platforms.
  • Identify root causes, replicate issues, and propose actionable solutions.
  • Use organizational tools and resources to deliver effective troubleshooting support.
  • Produce detailed bug tickets that streamline resolution for engineering teams.
  • Anticipate obstacles and adapt problem-solving approaches to achieve optimal outcomes.
  • Mentor junior team members to strengthen team-wide problem-solving capabilities.

Platform Expertise

  • Develop and maintain deep product knowledge, including features, integrations, and APIs.
  • Stay current on product updates, trends, and emerging features to provide accurate assistance.
  • Advocate for customer-centric product development by sharing feature requests and usability insights.
  • Act as a subject-matter expert within the team, contributing to training and documentation.

Customer-Driven Growth

  • Understand customer goals and pain points to deliver solutions aligned with business needs.
  • Proactively identify opportunities to improve customer satisfaction and loyalty.
  • Contribute to projects that enhance support tools, processes, or overall service quality.
  • Champion a customer-first culture, providing insights that influence long-term success.

What success looks like:

  • High-quality, efficient support that consistently meets or exceeds customer satisfaction goals.
  • Accurate and timely bug reporting that speeds up issue resolution.
  • Strong internal documentation that empowers both the support team and customers.
  • Recognition as a trusted partner to Product, Engineering, and Services teams.
  • Customer insights that directly influence product improvements and customer loyalty.

What you bring:

  • Strong organizational skills with the ability to manage competing priorities.
  • A genuine customer-centric mindset with enthusiasm for helping and problem-solving.
  • Excellent written and verbal communication skills.
  • Comfort working cross-functionally and sharing ownership of outcomes.
  • Analytical thinking to assess tickets, spot trends, and recommend improvements.
  • Familiarity with support platforms (e.g., Zendesk, Intercom) and ticketing systems (e.g., JIRA).
  • Adaptability to thrive in a fast-paced environment with shifting priorities.

How you work:

  • Driven by Impact: You deliver results that matter—prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.
  • Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.
  • Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast—challenging the status quo with a mindset of improvement.
  • Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive—removing roadblocks, sharing insights, and keeping morale high.
  • Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.
  • Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.

Our approach to compensation:

We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.

Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only.

To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience, and other factors help determine the final salary we offer, which may vary from the original range posted.

Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package.

Salary range:
$45,000 – $52,000 USD

#LI-Remote

 

Where we work:

We have offices in Boston, MA; Vancouver, BC; Chicago, IL; and Vancouver, WA. For select positions, we are open to hiring fully remote candidates. We post our positions in the location(s) where we are open to having the successful candidate be located. 

Diversity, inclusion, and accessibility:

At Later, we are committed to fostering a culture rooted in an inclusion-first mindset at every level of the company, embracing the importance of hiring and building teams for culture add rather than culture fit. We openly build and maintain unbiased hiring, pay, and promotion practices to create a foundation for an equitable workplace, paving the way for systemic change.

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.

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