Customer Support Specialist

Sensor Tower; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Company-paid Health Insurance

Wellness programs

Retirement savings accounts

Flexible Paid Time Off

Stipends for office/home setup

Job summary

Sensor Tower in London is seeking a Customer Support Specialist to join the front lines of our service, resolving inquiries with empathy and accuracy while collaborating with product, engineering, and operations to improve the platform.

You’ll provide expert support to customers and the internal sales team, troubleshoot issues, log bugs, guide users through updates, and report trends to the Team Director. The role offers a hybrid work model and exposure to global brands.

Qualifications

• Fluency in French (written and spoken)
• Experience working cross functionally with Product, Engineering, or Data teams
• Genuine interest in building and growing a career within customer support
• Strong attention to detail and ability to manage multiple tickets or issues at once
• 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

Responsibilities

• 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

Skills

French fluency

Cross-functional experience

Attention to detail

Customer support career interest

Tools

Zendesk

Mailgun

Kibana

Salesforce

Job description

• 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

Benefits

• 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