Platform Support Specialist

Job Description

Job Description

Job Title: Platform Support Specialist

Work Location: Remote from either Illinois, Texas, Tennessee, or Arizona)

Start Date : As soon as possible

Foam, part of Whalar Group, is the operating system for managing digital talent. Foam is a suite of intuitive pitching tools and AI-enhanced features powered by real-time, certified metrics from Instagram, TikTok, YouTube, and Snap. Foam empowers managers with the data they need to analyze content performance, inform talent negotiations, and maximize brand opportunities. With over 40,000 Creators and hundreds of millions of integrated data points, Foam streamlines the entire pitching process, eliminating spreadsheets, screenshots, and slides, allowing managers to focus on providing strategic support to their talent. Learn more at foam.io.

We're looking for a Customer Support Specialist to join our team and be the first line of support for creators, talent reps, and internal teams using Whalar's technology platforms, Foam and Echo. This role goes beyond answering tickets; you'll be helping creators authenticate their accounts, guiding new users through onboarding, troubleshooting technical issues, and gathering feedback to shape the future of our products. You'll also play a key role in building scalable support systems that ensure every user feels heard, supported, and set up for success.

• Provide timely, accurate, and friendly customer support via email, phone, and chat.
• Assist creators in authenticating their social accounts with hands-on guidance.
• Investigate, analyze, and document bugs or technical issues for the development team.
• Lead onboarding and training sessions for new users, agencies, and internal teams.
• Deliver platform demos, collect feedback, and share feature requests with Product and Client Success teams.
• Build scalable processes, playbooks, FAQs, and policies to strengthen the support function.
• Become an Intercom power-user, ensuring quick response times and consistent communication.
• Collaborate across teams—Development, Brand Solutions, Creative Partnerships, and Finance—to resolve technical or operational issues.
• Follow up with customers to confirm issue resolution and strengthen relationships.
• Stay up-to-date on Foam's features, policies, and services to provide accurate assistance.

• 3+ years of customer service or tech support experience in a fast-paced environment.
• Familiarity with Intercom (or similar tools) and basic knowledge of Jira, Miro, or Figma.
• A proven track record of delivering outstanding customer service.
• High attention to detail with the ability to juggle multiple priorities at once.
• Proactive approach to problem-solving, scheduling calls, and following up with users.
• Strong written and verbal communication skills, with the ability to build relationships over phone and email.
• A true team player who thrives in collaboration and is eager to support the growth of our platforms.

The salary range for this role is $60,000 - $70,000 and serves as a general guideline reflecting the potential compensation for the role. The final salary offer will be determined based on a comprehensive evaluation of factors such as the candidate's experience, expertise, alignment with the position's requirements, and, ultimately budget approvals.

At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers.

Whalar provides flexible benefits and collaborative work environments/experiences, so employees can work productively in a setting that best and uniquely suits their needs.

• Medical, Dental, Vision
• 25 days of PTO + Sick days + Winter break
• Retirement planning with employer match
• Monthly phone/internet reimbursement
• Professional development stipend
• New joiner Home office allowance
• Fertility benefits
• Up to 16 weeks of paid parental leave
• Volunteer days
• Identity theft protection & Legal assistance
• Company Paid Life & Disability Insurance
• Extra Voluntary Life Insurance Policy
• Voluntary Hospital and Critical Illness Insurance
• Voluntary Pet insurance
• Employee Resource Groups

Whalar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal opportunity extends to all aspects of the employment relationship, including hiring, promotions, training, working conditions, compensation, and benefits.