Customer Support Specialist

Sensor Tower; Greater London; Presencial; GBP 52 000 - 76 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Zendesk experience preferred

Kibana

Salesforce

Resumo da oferta

Sensor Tower is seeking a Customer Support Specialist to join our team in London. You’ll be on the front lines, delivering exceptional service and resolving inquiries efficiently while engaging directly with executives from high-growth companies.

You will collaborate across product, engineering, and operations to ensure a seamless customer experience and provide feedback to shape our platform’s future. Fluency in French is required for supporting French-speaking clients and partners.

Qualificações

• 4–5 years in a data analysis customer-facing role.
• Background in mobile analytics, consumer behavior, or digital advertising preferred.
• Strong focus on delivering exceptional customer experience.
• Excellent attention to detail and ability to manage multiple tickets.
• Comfortable supporting global brands across diverse markets.
• Genuine interest in building a long-term customer support career.
• Technical troubleshooting of frontend bugs or network issues.
• Ability to read and interpret data visualizations or logs for troubleshooting.
• Experience collaborating cross-functionally with Product, Engineering, or Data teams.
• Proactive in spotting recurring issues and patterns in inquiries.

Responsabilidades

• Provide expert support to customers and the internal sales team by responding to queries promptly and accurately.
• Troubleshoot and resolve issues by gathering technical details, reproducing problems, and using internal tools to identify root causes.
• Collaborate with cross-functional teams to escalate complex issues, log bugs, and communicate technical solutions to users of varying backgrounds.
• Provide high-priority support and platform overviews 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.

Descrição da oferta de emprego

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.

Fluency in French (written and spoken) to effectively support French‑speaking clients and partners.

What you will do:

• 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 escalation 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.

Skills and experience the candidate can bring:

• 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.
• Passionate about providing exceptional customer experience.
• Strong attention to detail and ability to manage multiple tickets or issues at once.
• Comfortable working with and supporting global brands across diverse markets.
• Genuine interest in building and growing a career within customer support.
• Technical experience in initial troubleshooting of front end bug/network issues.
• Ability to read and interpret data visualizations or logs to guide troubleshooting.
• Experience working cross functionally with Product, Engineering, or Data teams.
• Proactive in spotting recurring issues and patterns in customer inquiries.

Nice to have:

• 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.