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Customer Support Specialist

Laylo
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Hybrid (Remote)$2.5k/mo - $3k/moContractPosted 11mo ago

About the role

Laylo is a YC-funded startup building a Drop CRM for musicians and events. The role focuses on onboarding, education, strategic consulting, technical and billing support, and driving customer success initiatives to maximize ROI and satisfaction.

Responsibilities

  • Customer Onboarding & Education: Educate and assist customers as they onboard and successfully run their first drop.
  • Strategic Consulting: Use creative problem solving with customers to help them boost ROI on their drop campaigns and maximize value from Laylo.
  • Technical Support: Resolve customer escalations and issues 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: Develop and roll out scalable processes for ongoing efficiency and effectiveness in collaboration with the Director of Customer Success.

Qualifications

  • Live and breathe music culture and care deeply about empowering creators.
  • 2 years of relevant work experience in client onboarding, implementation, and customer success management.
  • Track record for creative problem solving for customers and end users.
  • Experience using customer service software Intercom.
  • Excellent communication skills via phone, video conference, and email.
  • Strong understanding of growth and retention techniques and strategies.
  • Curious and eager to learn.
  • Customer-centric and prioritizes customer satisfaction.
  • Bias to action: proactively tackle challenges and find solutions.
  • Open to working different hours to cover multiple timezones.
  • Fluent in English.

Skills

Required:Onboarding and EducationStrategic ConsultingTechnical SupportIntercom
Nice to have:Billing SupportCustomer Feedback Analysis
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Laylo

The Drop CRM

Laylo powers drops for some of the world’s biggest creators and brands. The platform combines landing pages, messaging, link tracking, and more to empower musicians, artists, celebrities, creators and brands with the tools to drive more sales and streams around their most important moments. We're fortunate to work with some of the top musicians, sports teams, media brands and creators to offer the leading Drop CRM.

saasmessagingenterprisecrmcreator-economy
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