Customer Support Agent - Job Description
Job Description
Customer Support Agent
· Remote · Full-time · Shift 15:30–23:45 GMT−4
About Archive
Archive (archive.com) is the ultimate AI-first influencer marketing platform. We build software and agents to help influencer marketers grow revenues faster.
Over 2,000+ innovative brands like L'Oreal, Glossier, Revlon, Olipop, Quest Nutrition, Parade, and Liquid Death use our software to streamline their influencer marketing initiatives, and we're backed by top investors like Stripe, Tiger, Battery Ventures, and founders of companies like Ramp, Hugging Face, and Applied Intuition (See Techcrunch).
About the role
Support at Archive is a small, technical team that sits between our customers and our product and engineering teams. Every day, brands rely on us to keep their content flowing: connecting Instagram and TikTok accounts, tracking hashtags and creators, importing and organizing UGC, and making sense of engagement data. When something breaks or is confusing, we are the first people they talk to, and we are expected to actually figure it out, not just relay it.
We run support on Intercom with an AI agent (Fin) handling the first line. That means the tickets that reach a human are the interesting ones: connection issues that need real troubleshooting, data questions that need a database lookup, bugs that need a clear, reproducible report for engineering. A big part of this role is making the whole operation better over time, not only answering the queue: writing and fixing Help Center articles, tuning the AI agent's procedures, building small automations, and flagging product problems before customers do.
You will join a team of three, reporting to the Support Manager, working async and mostly in writing with teammates across Brazil, the Philippines, and Europe, and with engineers who expect precise, well-documented reports. If you like understanding how a product works under the hood and get satisfaction from turning a messy problem into a clear answer, this role will suit you.
What we're looking for
- 1 to 2+ years of work experience, ideally in customer support for a software product, and looking for a full-time, long-term role.
- Excellent written English and comfortable spoken English. You will write to customers all day and join calls when needed.
- Genuinely tech-savvy: you enjoy figuring out how software works, are comfortable with spreadsheets, Notion, and modern tooling, and can learn a new tool without hand-holding.
- Curious and detail-oriented. You read the docs before guessing, notice when something is off, and ask questions until the problem is clear.
- Strong ownership: you take a problem end to end and go beyond your direct responsibilities when the team or the customer needs it.
- Assertive and candid. You speak up about broken processes, unclear priorities, and product bugs, even when it is uncomfortable.
- Proactive by default. You notice patterns in tickets, propose fixes, and improve the operation without waiting to be asked.
- Already using AI tools in your work (writing, research, or automation) and excited to go deeper. Experience with Intercom, Fin, Claude Code, Zapier, SQL, or APIs is a plus.
What We Offer
- Competitive compensation + Equity
- Workstation upgrades
- Above market PTO Policy
- Remote-first, async culture with a small, high-trust team
