Customer Support Analyst

Meaningful experience in customer-facing roles (Customer Support, Customer Experience, or Customer Enablement). Preferably supporting a technical product in a SaaS B2B environment. Experience in a startup environment or company with high growth and ambiguity. Strong communication skills, comfortable working with people at all levels. Tech savvy and analytical mindset, able to learn new systems quickly and prioritize work. Previous experience working in a B2B SaaS startup environment (preferred). Previous experience using Metabase, Zendesk, Linear, JIRA, or Sendgrid (preferred). Previous experience in Care, Hospitality, or Workforce Management industries (preferred). Familiarity with applied usage of graphics interchange format files (preferred).

Providing technical troubleshooting support to customers via email and live chat. Troubleshooting and diagnosing technical issues, escalating when necessary. Acting as a subject matter expert on software products. Helping to maintain, update and improve FAQs and Knowledge base. Maintaining/updating customer account configurations. Sharing feedback from customers with the Product team.