Customer Analyst
Skills
ActingAnalytical SkillsCustomer EngineeringCustomer ExperienceEngineeringKnowledge BaseRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in a customer-facing support role, ideally supporting a technical product in a B2B environment
- Comfort working in a startup or fast-growing company
- Strong communication skills to explain technical issues to non-technical customers and collaborate across the business
- Analytical and tech-savvy with the ability to pick up new tools quickly and prioritise well under pressure
- Instinct to fix the root cause, not just close the ticket
- Curiosity about AI and how to use it practically day to day
Nice to have
- Startup mindset
- Tech-savvy
- Curious about AI
- Strong communicator
- Analytical
Day to day
- Troubleshoot and diagnose technical issues for live customers via email and live chat, escalating where needed and keeping customers informed throughout
- Act as a product subject matter expert, giving clear and practical guidance to customers and internal teams on how Sona works
- Maintain and update customer account configurations accurately and efficiently while feeding structured customer feedback back into the business
- Contribute to and improve self-serve resources including FAQs and the knowledge base so they stay current as the product evolves