Sr. Customer Experience Representative

Side Shift is building the operating system for creator-led marketing.

We help brands and agencies source, manage, track, contract, and pay creators  platform powers UGC and influencer campaigns across Tik Tok, Instagram, and other social platforms, giving companies the infrastructure they need to run creator programs end-to-end.

We are growing quickly and now support hundreds of active customers across brands, agencies, creators, and operators. As we scale, customer success is becoming one of the most important functions in the business.

This is not a back-office support role. We are looking for someone who can become a trusted operator inside the company: someone who can handle high-volume customer conversations on both sides of the marketplace, make strong judgment calls, solve problems independently, and grow into more responsibility over time.

We are rapidly growing:

• 1m+ creator sign ups

• Paying out $5m+ / week to creators

• Growing 30% MoM

• Crossed $8m ARR with a team of 20

As a Customer Experience hire at Side Shift, you will be one of the main points of contact for our customers and creators.

You will help creators and brands onboard, resolve issues, understand the product, navigate disputes, and get the most value out of Side Shift. You will also work closely with the founding team, product team, and operations team to identify recurring problems and improve the systems behind the scenes.

You should be comfortable balancing hundreds of conversations in Intercom, moving quickly, and making decisions in situations where there may not be a perfect playbook yet.

• Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls.

• Help customers understand how to use Side Shift and successfully run creator campaigns.

• Triage support issues related to onboarding, payments, creator disputes, campaign setup, bugs, and platform workflows.

• Make quick judgment calls in sensitive situations involving customer frustration, creator payouts, or disputes.

• Investigate issues independently before escalating to engineering or leadership.

• Identify patterns in customer problems and help improve internal documentation, workflows, and product feedback loops.

• Run onboarding calls and customer check-ins when needed.

• Communicate clearly and professionally with customers who may be stressed, confused, or frustrated.

• Work cross-functionally with product, engineering, operations, and leadership.

• Take ownership of problems until they are fully resolved.

You will be managing a large volume of customer conversations and operational issues every week. Nothing can slip through the cracks.

You will often be the face of Side Shift when customers are confused, stressed, or frustrated. You need to be warm, calm, professional, and easy to trust.

The product changes constantly. The market changes constantly. Customer issues change constantly. You need to learn quickly and stay curious.

You should be able to chase down problems, investigate issues, and figure things out without needing constant direction from the team.

This role requires someone who takes initiative. You should be comfortable finding answers, testing solutions, and moving things forward independently.

You will deal with disputes, payments, bugs, and tense customer situations. You need good instincts and the ability to make decisions quickly, even when the answer is not obvious.

We move fast. You need to be okay making decisions, learning from them, and improving. Waiting for perfect information is not how this role works.

This…