Customer Support Specialist

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.

We’re excited about you if you…

• 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
• Have a track record for creative problem solving for customers and end users.
• Have experience using customer service software Intercom.
• Have excellent communication skills via phone, video conference, and email.
• Have a strong understanding of growth and retention techniques and strategies.
• Are curious and eager to learn.
• Are customer centric and always prioritizes the needs and satisfaction of customers.
• Are a strong bias to action: You proactively tackle challenges and figure out solutions.
• Are open to working different hours to cover multiple timezones

• This role requires you to be fluent in English. Why Laylo? Our 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. We 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. Join us and help build the future of entertainment marketing—one iconic drop at a time.