Customer Support Analyst

Summary

Join Sona, a fast-growing AI-native frontline workforce management company, and become a crucial member of our Customer Support team. This role involves providing technical troubleshooting support to customers via various channels, acting as a subject matter expert on our software products, and improving our knowledge base. You will build strong customer relationships, take ownership of tasks, and thrive in a dynamic startup environment. The ideal candidate possesses customer support experience, strong communication skills, and a tech-savvy mindset. Sona offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 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 develop 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 all the answers and lean into the unknown with curiosity
• Strong Communication Skills: You’re comfortable working with people at all levels and can break complex 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 Mindset: You’re tech savvy, can learn new systems quickly and are adept at prioritising your work efficiently. As a problem solver, you always try to tackle the root cause of any issue and fix that as well

Responsibilities

• Providing technical troubleshooting support to customers via various channels including email and live chat
• Troubleshooting and diagnosing technical issues related to our software products, escalating when 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 base 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

Preferred Qualifications

• Previous experience working in a B2B SaaS startup environment
• Previous experience using Metabase, Zendesk, 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 outside London
• Bi-annual all expenses paid team retreats
• The latest Macbook and equipment budget for your home office
• Professional development budget
• Unlimited free books