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About the role
Laylo is the drop engine behind today’s biggest merch, ticket, and content launches. Our platform unites next‑gen CRM, cross‑platform messaging, landing pages, and deep link tracking so artists, managers, labels, and partners can turn every release into a revenue moment.
As a Customer Support Specialist at Laylo you’ll deliver an exceptional customer experience that’s personalized, efficient and unforgettable.
What you’ll do?
- Customer Onboarding & Education: Educate and assist customers as they onboard and successfully run their first drop. Work closely with leadership and operations to ensure that new clients get an excellent experience from day 1.
- Strategic Consulting: Use creative problem solving with customers to help them boost ROI on their drop campaigns and maximize the value they are getting from Laylo.
- Technical Support: You will resolve customer escalations and issues in a manner that builds trust with customers with fast and effective communication.
- Billing Support: Resolve billing escalations and invoice issues to reduce cost to Laylo and decrease outstanding payments
- Customer Feedback: Collect, analyze, and act on customer feedback to continuously improve Laylo. Partner with Director of Customer Success to inform product development, marketing strategies, support initiatives, and customer experience.
- Teamwork and Metrics: Work closely with Director of Customer Success to develop and roll out scalable processes for ongoing efficiency and effectiveness.
