{"id":481692,"url":"https://alion.io/job/laylo-customer-support-specialist","title":"Customer Support Specialist","company":{"id":545,"name":"Laylo","domain":"laylo.com","url":"https://alion.io/company/laylo","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["BR","CO","MX","CR","GT","HN","NI"],"hiring_countries_total":7,"salary":{"min":2500,"max":3000,"currency":"USD","period":"month","gross":null,"usd_annual":36000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Deep Linking","optional":false},{"name":"Intercom","optional":false},{"name":"Notion","optional":false}],"status":"live","first_seen_at":"2026-09-06T16:50:56Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-31T17:24:15Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"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.\nAs a Customer Support Specialist at Laylo you’ll deliver an exceptional customer experience that’s personalized, efficient and unforgettable.\nWhat you’ll do?\nCustomer 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.\n\nStrategic 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.\n\nTechnical Support: You will resolve customer escalations and issues in a manner that builds trust with customers with fast and effective communication.\n\nBilling Support: Resolve billing escalations and invoice issues to reduce cost to Laylo and decrease outstanding payments\n\nCustomer 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.\n\nTeamwork and Metrics: Work closely with Director of Customer Success to develop and roll out scalable processes for ongoing efficiency and effectiveness.\n\nWe’re excited about you if you…\nLive and breathe music culture and care deeply about empowering creators.\n2 years of relevant work experience in client onboarding, implementation, and customer success management\nHave a track record for creative problem solving for customers and end users.\nHave experience using customer service software Intercom.\nHave excellent communication skills via phone, video conference, and email.\nHave a strong understanding of growth and retention techniques and strategies.\nAre curious and eager to learn.\nAre customer centric and always prioritizes the needs and satisfaction of customers.\nAre a strong bias to action: You proactively tackle challenges and figure out solutions.\nAre open to working different hours to cover multiple timezones\n* This role requires you to be fluent in English.\nWhy Laylo?\nOur founders met while building competing consumer startups, joined Y Combinator (S20), and have since raised capital from Eldridge, Sony, and other top-tier investors. Today a team of 20, we power drops to millions of fans for names like Zach Bryan, Sabrina Carpenter, Outsidelands and thousands more.\nWe operate with clear written processes in Notion, a daily 30-minute stand-up, and a weekly all-hands-keeping meetings lean so we can ship fast.\nJoin us and help build the future of entertainment marketing-one iconic drop at a time.","description_format":"text","description_chars":2864,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Colombia","iso":"CO","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"},{"name":"Guatemala","iso":"GT","kind":"country"},{"name":"Honduras","iso":"HN","kind":"country"},{"name":"Nicaragua","iso":"NI","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","Music Industry"],"lifecycle":[{"event":"open","at":"2026-09-06T16:50:56Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.318,"p_room":0.28,"age_days":54,"expected_fill_days":7,"reasons":["conf:3","win:tail","crowd:junior"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":36000,"is_top_pay":false},"html_url":"https://alion.io/job/laylo-customer-support-specialist","json_url":"https://alion.io/job/laylo-customer-support-specialist.json","meta":{"generated_at":"2026-10-31T18:48:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29467,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":545},"rest":"https://alion.io/mcp/rest/get_company?id=545"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flaylo-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flaylo-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flaylo-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/laylo-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flaylo-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":481692}},{"tool":"search_jobs","arguments":{"company":"laylo.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":481692},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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