What are the responsibilities and job description for the Customer Care Liaison position at FANBASIS?
Reports to: Head of Customer Success
Location: In-Person – Miami, FL
About FanBasis
FanBasis is a leading platform that enables entrepreneurs, experts, and creators to build and scale digital product and service-based businesses. Our platform gives creators the tools to launch memberships, courses, communities, and digital offers while managing payments, subscriptions, and customer engagement all in one place.
As the internet economy continues to grow, FanBasis is building the infrastructure that allows individuals to turn their knowledge, audience, and influence into sustainable businesses.
About the Role
This is a high-volume, fast-paced role where you will manage a large number of daily support conversations across tickets, chat, and phone. On an average day, you may handle 100 tickets and a high volume of calls and messages while ensuring every user receives clear, helpful, and professional support.
We are looking for someone who thrives in this environment — someone who can stay calm under pressure, prioritize quickly, and maintain a high standard of service even when the pace is intense.
This is not a passive support role. The best candidates operate with ownership, urgency, and strong problem-solving instincts.
Scope
- Serve as the first point of contact for users and creators through chat, email, and phone.
- Troubleshoot platform issues and provide clear, step-by-step solutions.
- Escalate technical or complex cases to the appropriate internal teams.
- Maintain a high level of customer satisfaction through fast, friendly, and effective communication.
- Track support requests and feedback to help improve the FanBasis platform.
- Use AI-powered tools to assist with reporting, support analytics, and workflow optimization.
- Work closely with the Customer Success and Product teams to ensure users have a seamless experience.
- Help identify recurring issues and contribute ideas to improve support processes.
What we're looking for
- 2 years of experience in customer support, customer success, or a customer-facing role.
- Excellent written and verbal communication skills.
- Strong attention to detail and problem-solving ability.
- Experience with support platforms such as Zendesk, Intercom, Salesforce, or similar tools is a plus.
- Proficiency using AI tools for reporting, workflow assistance, and operational efficiency is highly preferred.
- Comfortable working in a fast-moving startup environment.
- A positive, solutions-focused mindset and a genuine passion for helping customers succeed.
- Ability to stay calm under pressure and handle multiple support requests simultaneously.
Schedule
Monday – Friday
9:00 AM – 6:00 PM
In-Person in Miami
Additional Requirement:
Availability to work one weekend shift per month as part of the team’s rotating support schedule.
Benefits
- Competitive salary and benefits package
- Gym membership packages
- Paid time off and company-paid holidays
- Team-Buidling events, company lunches, and swag
- Opportunity to be a part of a fast-growing team of Industry Experts.