Bitly

Sales

• Conduct investigative, simultaneous support interactions across multiple channels (chat, ticketing, and phone), maintaining responsiveness and a welcoming approach with our clients;
• Ensure the quality and accuracy of case records in support tools;
• Document and escalate complex issues to other support teams according to internal processes;
• Ensure the team meets its metrics, including high customer satisfaction scores and compliance with first-response and resolution SLAs.

Level 1 Support Assistant

Customer Support

• Work with reactive, multichannel support (via online chat/WhatsApp, tickets/email, phone and video call) and multiple products (Exact Sales and RD Station solutions);
• Investigate, analyze and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions;
• Ensure high-quality, solution-oriented and empathetic support that empowers customers to use our solutions independently;
• Prioritize and organize support tasks in high-demand environments, maintaining transparency, focus and productivity;
• Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met;
• Propose and implement day-to-day improvements that advance the team’s mission, including sharing learnings with the team.

Junior L1 Support Analyst – Customer Experience

Content Marketing Manager

• Own content marketing programs across Bitly and its related brand channels, from strategy and planning through creation, distribution, and performance.
• Stay on top of emerging trends in content, AI, and audience behavior, helping ensure Bitly’s content strategy looks ahead to a changing landscape.
• Lead emerging and opportunistic content initiatives (e.g., podcasts, editorial formats, new media types), testing and scaling new ways to reach and engage audiences over time.
• Exercise strong editorial judgment in prioritizing content ideas, formats, and opportunities based on business impact and audience needs.
• Leverage AI-powered tools and workflows to systematize and scale components of content creation, distribution, and analysis.
• Lead the creation of original data-driven reports and research to drive thought leadership, turning insights into narratives that build credibility.
• Lead Bitly’s YouTube content strategy in close partnership with Creative, Acquisition, and Product Marketing, ensuring video content supports full-funnel goals from awareness through education and adoption.
• Create customer stories and case studies in partnership with the Product Marketing team, bringing real-world use cases, outcomes, and value to life.
• Own content distribution programs that extend the lifecycle of core content by repurposing and adapting assets across channels and formats.
• Optimize content for discoverability across human and AI-driven surfaces, working closely with the Acquisition team to support SEO and GEO priorities.
• Partner with the Brand team, external leaders, customers, and industry voices to co-create authority-building content that earns citations, third-party references, and broader industry visibility.
• Support product launches and marketing campaigns with content that educates new and existing customers, ensuring alignment with messaging, timing, and go-to-market priorities.
• Support executive thought leadership through content development and ghostwriting, in partnership with the rest of the Brand & Content team.
• Track and report on content performance and engagement, using insights to inform clear actions that improve effectiveness over time.

Social Media Manager

• Own social media presence across both Bitly and QRCG by Bitly, from strategy and planning through publishing, engagement, and performance
• Support product launches and marketing campaigns through social amplification and coordination, ensuring messaging, timing, and execution are aligned
• Proactively communicate plans, progress, and insights to cross-functional partners, sharing context and recommendations
• Monitor trends, sentiment, and conversations to surface insights and risks, escalating sensitive issues with internal partners as needed
• Create and adapt engaging visual assets for social, balancing speed, creativity, and brand consistency across platforms
• Steward and evolve brand voice across social and community touchpoints, adapting to platform, audience, and global context
• Manage budgets and work with external agencies or contractors as needed to support social and community goals
• Manage Bitly’s Reddit program in partnership with an external agency, including content review, posting, and engagement, while identifying and evaluating additional emerging community platforms (e.g., Quora) for potential investment
• Partner with members of the Brand & Content team to support day-to-day social operations, including responding to customer support-related inquiries
• Track and report on performance across social and community channels, delivering insights and recommendations to stakeholders
• Support executive thought leadership through content development and ghostwriting, in partnership with the rest of the Brand & Content team
• Leverage AI strategically alongside new formats, platforms, and tools to improve efficiency, scale execution, and inform future strategy

Social Media Manager – Community Management

Financial Planning and Analysis

• Use the consultative sales process to build a thorough customer profile and identify short- and long-term financial needs
• Effectively manage a book of business of Provide customers
• Maintain an in-depth knowledge of products/services and recommend appropriate solutions using our value proposition
• Articulate the advantages of obtaining financing through a technology-enabled, industry-specific lender to doctors and referral sources
• Prospect to business customers and set appointments for periodic financial reviews, including outbound calls to your book of business
• Establish close working relationships with One Bank partners to refer customers when appropriate and provide timely and holistic financial solutions
• Analyze global cash flow, collateral structure, and all other aspects of an application to determine whether it warrants submission to our Underwriting team
• Develop a deep understanding of the organization’s credit policy
• Craft clear and concise deal write-ups to streamline credit submissions
• Complete administrative responsibilities in a timely manner
• Assist the Outside Sales team as needed with loan proposal presentations

Small Business Finance Specialist

Account Manager

• Partner with Relationship Managers in sales and servicing, performing analytical tasks as needed.
• Assist in identifying and qualifying prospects with Relationship Manager or RM Team Leads.
• Conduct industry research.
• Create and maintain prospect profiles (including updates on CRM).
• Create client presentations.
• Work with Relationship Managers to identify client solutions.
• Obtain and input prospect KYC due diligence information.
• Conduct initial pricing analysis and generate relationship pricing model.
• Draft initial deal screen / opportunity memos.
• Attend and participate in client presentations at Relationship Managers request.

Level 1 Support Assistant

Junior L1 Support Analyst – Customer Experience

Content Marketing Manager

Social Media Manager – Community Management

Small Business Finance Specialist

Associate Relationship Manager