Customer Support Specialist

London Source: WhatJobs

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As a Customer Support Specialist, you’ll be on the front lines of customer interaction, playing a vital role in delivering exceptional service and resolving inquiries efficiently and empathetically
In this role, you will gain hands-on experience within the fast paced, ever evolving mobile app ecosystem and have the opportunity to engage directly with executives and team members from high growth companies
You’ll also collaborate across departments, working closely with product, engineering, and operations teams to ensure a seamless customer experience and to provide feedback that helps shape the future of our platform
Provide expert support to customers and the internal sales team by responding to queries in a timely and accurate manner
Troubleshoot and resolve issues by gathering technical details, replicating problems, and using internal tools to identify root causes
Collaborate with cross functional teams to elevate complex issues, log bugs, and clearly communicate technical solutions to users of varying technical backgrounds
Provide high priority support and platform overviews on an ad hoc basis to a designated group of strategic accounts
Act as a bridge between internal teams, sharing relevant customer feedback to improve the platform
Identify gaps in resources based on common customer pain points
Educate users on new updates, tools, and best practices to tailor to their use cases
Report on key customer service metrics and identify noteworthy trends to the Team Director

A “hybrid” environment offering a choice between working in-office, remote, or a mix
Company-paid Health Insurance to support individual and family health
Wellness programs for physical fitness, mental health, and fertility planning
Retirement savings accounts to support investment in your future
Flexible Paid Time Off so employees can shape their time away from the office
Stipends for office and/or gym setup and home internet

Fluency in French (written and spoken) to effectively support French-speaking clients and partners
Experience working cross functionally with Product, Engineering, or Data teams
Genuine interest in building and growing a career within customer support
Comfortable working with and supporting global brands across diverse markets
Strong attention to detail and ability to manage multiple tickets or issues at once
Technical experience in initial troubleshooting of front end bug/network issues
Passionate about providing exceptional customer experience
At least 4-5 years of experience in a data analysis customer facing role (customer service, care, or success)
Background in mobile analytics, consumer behavior, or digital advertising strongly preferred
Proactive in spotting recurring issues and patterns in customer inquiries
Ability to read and interpret data visualizations or logs to guide troubleshooting
Hands-on experience with platforms such as Zendesk, Mailgun, Kibana, and Salesforce
Knowledge in assisting global users with API questions, data import/export execution, and platform integrations