Leonardo.Ai is hiring a
Customer Support Analyst

Summary

The job is for a Level 2 Customer Support Analyst at Leonardo.ai, an Australian tech startup specializing in AI-powered design platforms. The role involves providing technical support, customer service, troubleshooting, collaboration, process development, user education, feedback collection, and performance metric analysis.

Requirements

• Experience with Intercom, Stripe, and Paddle
• Prior experience in tech or web-based application support
• Experience with process improvement, documentation, and support flows
• Leadership skills and experience
• Excellent technical troubleshooting and problem-solving skills
• Strong written and verbal communication skills to provide excellent customer service and collaborate with internal teams through strong relationships
• Ability to pivot and keep abreast of changes within a fast-paced tech startup

Responsibilities

• Provide technical assistance for customers using the web application
• Resolve customer queries, recommend solutions, and guide product users through the features and functionalities of Leonardo.Ai
• Work through complex user queries, user-reported bugs/issues, and billing and subscription issues, offering clear and effective solutions to maintain user satisfaction
• Support the Level 1 team by answering questions and handling escalations
• Develop and maintain strong product knowledge, becoming a go-to expert on Leonardo.Ai’s capabilities and updates to provide accurate and insightful support
• Manage multiple customer cases simultaneously, providing timely and accurate feedback to ensure users feel supported and valued
• Collaborate with team leads and internal teams to improve performance, processes, and efficiency
• Create and deliver training sessions, tutorials, and other educational materials to help users maximise the benefits of our AI-powered design tools
• Actively gather and document user feedback to help inform product improvements
• Track and analyse support request metrics to identify trends and areas for improvement

Benefits

• Hybrid and Remote Options
• Sydney Headquarters
• Generous package including paid parental leave, home office and wellness budgets, remote working from overseas and a day off for your birthday
• Diversity and Inclusion