Customer Support Executive

About this role

JOIN US IN REDEFINING THE CREATOR ECONOMY WITH AI

Fanvue is one of the fastest-growing creator monetisation platforms globally. We're an AI-powered, creator-first platform helping creators connect, engage, and earn directly from their audiences at scale. Following our recent Series A, Fanvue has surpassed $200M+ in annual recurring revenue, with triple-digit year-on-year growth, supporting hundreds of thousands of creators and millions of fans worldwide.

As Fanvue scales globally, trust, speed, and quality of support become core to our retention engine. Creator and fan experience is not a back-office function here. It directly impacts revenue, loyalty, and platform reputation. This role exists to ensure our support remains fast, empathetic, and high-quality across time zones as we grow.

🎯 THE ROLE

We're hiring a Customer Support Executive to join our growing Support team.

This is a remote role working a rotating 5-day shift pattern that includes weekends and covers our support windows across time zones. You'll be on the front line of the Fanvue experience, supporting creators and fans with clarity, ownership, and professionalism.

You are not just answering tickets. You are protecting trust, retention, and platform quality.

🚀 WHAT YOU'LL DO

- Respond to creator and fan queries via live chat and email

- Deliver timely, thoughtful, and solution-focused support during your assigned shifts

- Troubleshoot platform issues, payment queries, and content-related questions using internal tools

- Escalate urgent or complex issues clearly and efficiently following defined processes

- Communicate with empathy, precision, and consistency aligned with Fanvue's voice and standards

- Proactively flag bugs, product feedback, and recurring themes to the wider team

- Contribute to internal documentation and Help Centre content where needed

👀 WHO YOU ARE

- 2+ years' experience in a technical customer support or customer service role, ideally within digital, tech, fintech, or creator platforms

- Strong written communicator with a calm, empathetic, and clear tone

- Comfortable working independently, especially during weekend or off-hours shifts

- Quick to learn new tools, processes, and product functionality

- Calm under pressure and resourceful when solving problems

- Comfortable handling NSFW content

- Familiar with tools such as Intercom, Slack, Notion, Retool, or similar

- Genuinely interested in the creator economy and supporting independent creators

🕒 SHIFTS & AVAILABILITY

This is a remote role working a rotating 5-day pattern that includes weekends. Our support runs across three daily shift windows:

- 9am to 6pm

- 6pm to 2am

- 2am to 9am

Weekends are part of the rota. You'll be assigned a consistent 5-day pattern and shift window. Example patterns:

- Sat, Sun, Mon, Tue, Wed

- Sat, Sun, Wed, Thu, Fri

✨ YOU'LL THRIVE HERE IF

- You take pride in solving problems thoroughly and efficiently

- You care deeply about customer experience and quality

- You are comfortable owning issues end-to-end

- You enjoy working in a fast-moving, high-growth environment

- You like spotting patterns and improving processes over time

⚠️ YOU'LL STRUGGLE HERE IF

- You prefer rigid scripts over thoughtful problem-solving

- You avoid ownership of complex issues

- You are uncomfortable working independently

- You struggle in fast-paced environments with evolving processes

🌍 WHY JOIN FANVUE?

- Named one of The Sunday Times Best Places to Work 2025

- Be part of a $200M+ ARR platform shaping the future of the creator economy

- Remote working with flexibility during assigned hours

- Unlimited holiday

- Clear progression opportunities within Support and beyond

- Budget for growth and wellbeing

- A culture that values innovation, ownership, transparency, and speed

⭐ FANVUE IS FOR EVERYONE

We believe diverse teams build better products. Even if you do not meet every requirement listed, we encourage you to apply. Potential, mindset, and curiosity matter just as much as experience.