• Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools) • Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved • Define and optimize structure of support ticket classification tags to create transparency of support volumes • Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category) • Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction • Build a library of typical answers for support requests and automate support communications where possible using Intercom tools • Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues • Regularly check status of ongoing platform transactions • Send follow-up emails to unresponsive content creators • Track content creators with a massive amount of unresponsive transactions and DM them in social media • Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts) • Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators • Resolve issues spotted from the transaction status checking process • Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close) • Support management in AppStore and Google Play (answer to reviews) • Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas

Analyze customer deductions, implement process improvements to reduce claims, communicate with stakeholders to resolve issues, and ensure timely submission of offsets and documentation for collection efforts.

Title: Contract Lead – Technical Support and User Engagement locations US - Remote (Any location) time type Full time job requisition id 39569 Job Family: Data Science & Analysis Travel Required: None Clearance Required: Ability to Obtain Public Trust What You Will Do: We are looking for a Contract Lead to oversee contract execution for Technical Support and User Engagement services. This is a hybrid full‑time position located in Bethesda, MD. - Lead contract execution across user engagement, DUA management, and support activities - Oversee stakeholder engagement, governance activities, and compliance tracking - Coordinate contract activities with federal stakeholders and program leadership - Ensure contract performance aligns with scope, schedule, and quality requirements What You Will Need: - Bachelor’s Degree - A minimum of five (5) years of technical experience, including two (2) years as a lead on projects - Experience leading tasks for or with a federal agency or organization - Experience with CMS data - Strong written and verbal communication skills - Current professional certification commensurate with program operations (e.g., PMI, PMP, CMMI) - Must be able to obtain and maintain a Federal or DoD "public trust"; candidates must obtain approved adjudication of their public trust prior to onboarding with Guidehouse. Candidates with an active public trust or suitability are preferred What Would Be Nice To Have: - Experience overseeing user engagement or technical assistance programs - Experience supporting federal compliance‑driven contracts The annual salary range for this position is $98,000.00-$163,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: - Medical, Rx, Dental & Vision Insurance - Personal and Family Sick Time & Company Paid Holidays - Parental Leave - 401(k) Retirement Plan - Group Term Life and Travel Assistance - Voluntary Life and AD&D Insurance - Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts - Transit and Parking Commuter Benefits - Short-Term & Long-Term Disability - Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities - Employee Referral Program - Corporate Sponsored Events & Community Outreach - Care.com annual membership - Employee Assistance Program - Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.) - Position may be eligible for a discretionary variable incentive bonus About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

Ensure client application reliability while troubleshooting technical issues, support engineering teams during system upgrades, collaborate on issue escalations, and document solutions for technical challenges encountered in the field.