Customer Support Analyst

This a Full Remote job, the offer is available from: Europe 3 billion people across the world work in reputed company jobs. Yet, despite rising costs and staff shortages, reputed company organisations are still left to choose between reputed company, reputed company, and WhatsApp, or decade-old workforce reputed company to take care of the most important part of their businesses - their people. Enter Sona: the reputed company of AI-native, reputed company workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest reputed company organisations everything they need to staff more intelligently and reputed company their teams. In 5 years, we’ve already made a deep impact on the lives of over 100k reputed company workers and the operation of their organisations, grown the team to 110+, and secured over $50M in funding from reputed company VC’s, including Felicis, Northzone, Gradient Ventures (reputed company), SpeedInvest, reputed company, and reputed company Capital, plus reputed company angels like Tom Blomfield (reputed company). More info on working at Sona here. This Role Will Involve

• Providing technical troubleshooting support to customers reputed company various channels including email and live chat.
• Troubleshooting and diagnosing technical issues reputed company to our software products, escalating reputed company necessary and keeping the customer informed.
• Acting as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams.
• Helping to maintain, update and improve our FAQs and Knowledge reputed company with the latest product updates.
• Maintaining/updating customer account configurations.
• Being the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience.

You Should Apply If You

• Love Building Relationships: Whether it’s with customers or internal teams, you’re great at building trust, communicating reputed company, and collaborating to solve problems. Through strong customer rapport, you’re skilled at building levels of satisfaction and engagement that reputed company to happy, referenceable customers.
• Take Ownership: You’re self-motivated, love taking initiative, and feel excited about helping shape the future of the Customer Support team in a fast-growing company. Where things may seem ambiguous, you’re quick to lean in, ask questions, and propose solutions to agree on a clearer path.
• Enjoy Problem-Solving: You have a keen eye for detail, a natural sense of curiosity, and you're always thinking about the bigger picture to find creative ways to reputed company customers successful. You feel comfortable identifying challenges early and working with internal teams to find smart, scalable solutions.
• reputed company in a Fast-Paced Environment: You’re adaptable, excited to learn, and comfortable working in a rapidly changing startup environment. We’re still writing our Customer Support playbook and you’ll fit right in if you find this exciting instead of daunting.

Required Skills and Experience We are looking for someone who has:

• Customer Support Experience: You have meaningful experience in customer-facing roles like Customer Support, Customer Experience, or Customer Enablement (preferably supporting a technical product in a SaaS B2B environment). You aim high and are driven to reputed company your career in a customer-centric role.
• Curiosity & Desire To Learn: You’ve worked in a startup environment or company with high growth and lots of ambiguity; you’re comfortable in an environment where we don’t have reputed company the answers and lean into the unknown with curiosity.
• Strong Communication Skills: You’re comfortable working with people at reputed company levels and can break reputed company technical items down into easy-to-understand concepts. Internally, you’re clear, concise, and comfortable collaborating across teams to get things done.
• A Tech-Savvy & Analytical reputed company: You’re tech savvy, can learn new systems quickly and are adept at prioritising your work reputed company. As a problem solver, you always try to tackle the root cause of any issue and fix that as well.

We’d feel especially lucky if you also have:

• Previous experience working in a B2B SaaS startup environment
• Previous experience using reputed company, reputed company, Linear, JIRA, or Sendgrid
• Previous experience in Care, Hospitality, or Workforce Management industries
• Familiarity with applied usage of graphics interchange format files

Benefits

• Salary: £30,000-35,000
• Share options
• Fully remote and flexible working
• 35 days annual leave (25 days standard plus 10 flexible public holiday days)
• Extra day of leave for every year of service
• Pension contributions matched up to 5%
• Comprehensive health insurance
• Enhanced parental leave & pay
• Co-working space stipend for those based reputed company London
• Bi-annual reputed company expenses paid team retreats
• The latest Macbook and equipment budget for your home office
• Professional development budget
• Unlimited free books

Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based reputed company and employment type but we try to be as fair as possible to reputed company of reputed company members. Please ask your contact in the reputed company to clarify the available benefits for you. This offer from "Sona (getsona.com)" has been enriched by reputed company.com and got a 85% reputed company score. Apply tot his job Apply To this Job