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Customer Support Analyst - Remote

Posted 2 weeks ago
Customer Service
Full Time
Worldwide
£30,000 - £35,000/year

Overview

The Customer Support Analyst will provide technical troubleshooting support to customers, acting as a subject matter expert and continuously improving customer experience.

In Short

  • Provide technical troubleshooting support via email and live chat.
  • Troubleshoot and diagnose technical issues, escalating when necessary.
  • Act as a subject matter expert on software products.
  • Maintain and improve FAQs and Knowledge base.
  • Update customer account configurations.
  • Share customer feedback with the Product team.
  • Build relationships with customers and internal teams.
  • Take ownership and initiative in a fast-paced environment.
  • Enjoy problem-solving and find scalable solutions.
  • Adapt to a rapidly changing startup environment.

Requirements

  • Experience in customer-facing roles, preferably in a technical SaaS environment.
  • Curiosity and desire to learn in a high-growth startup.
  • Strong communication skills to convey complex ideas simply.
  • Tech-savvy with an analytical mindset.
  • Experience with B2B SaaS startups is a plus.
  • Familiarity with tools like Zendesk, JIRA, and Metabase is advantageous.

Benefits

  • Salary: £30,000-35,000
  • Share options
  • Fully remote and flexible working
  • 35 days annual leave
  • Extra day of leave for each year of service
  • Pension contributions matched up to 5%
  • Comprehensive health insurance
  • Enhanced parental leave & pay
  • Co-working space stipend for those outside London
  • Bi-annual team retreats
  • Latest Macbook and home office equipment budget
  • Professional development budget
  • Unlimited free books
Sona logo

Sona

Sona is a pioneering company that has developed the Frontline Operating System, an innovative end-to-end platform designed to manage shift-based workforces and empower frontline teams. With a focus on enhancing workforce management through advanced scheduling, time and attendance, HR, and payroll functionalities, Sona offers industry-specific plugins and a user-friendly experience that simplifies frontline operations. In just three years, Sona has made a significant impact on the lives of tens of thousands of frontline workers and has grown to a team of over 100 employees. Backed by notable venture capital firms and angel investors, Sona is in a phase of rapid growth, providing a dynamic environment where employees can make a substantial impact on the company's trajectory and culture.

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