Customer Support Analyst

Lever, Inc.; India; Remote; INR 600,000 - 900,000; Full time

Benefits offered by this job

Remote-first working environment

Unlimited paid holiday

Company share program

Paid parental leave (6 months primary,

Learning & development budget €300

Personal development time each month

Work-from-anywhere flexibility

Relocation options after one year

Home-office setup budget and monthly W

Job summary

Lever, Inc. in India is seeking a Customer Support Analyst to handle a high volume of cases across chat, email, and phone. You will investigate root causes across workflows, payments, and platform configurations while using AI tools to streamline investigations and improve efficiency.

Working in a remote-first environment, you will collaborate with senior support specialists, Product, and Engineering teams. This role offers growth toward senior support, onboarding, or product responsibilities.

Qualifications

• 1–3 years of experience in a customer-facing technical support role.
• Experience in a high-volume queue-based support environment with measurable metrics.
• Strong troubleshooting and root-cause analysis skills.
• Excellent written and verbal English communication, able to explain technical concepts clearly to non-technical customers.
• Hands-on use of AI tools to improve productivity and workflows, with ability to verify AI outputs.

Responsibilities

• Own approximately 30 customer cases per day across chat, email, and phone, resolving issues within SLAs.
• Investigate issues by reviewing account history, configurations, workflows, integrations, and operating environment.
• Provide calm, clear, empathetic support during high-impact situations (e.g., guest check-in issues, payment failures).
• Manage multiple conversations with accuracy and responsiveness while maintaining high customer-service standards.
• Create reproducible Jira tickets for Product and Engineering with clear steps and impact.
• Contribute to knowledge-base improvements and internal support resources.

Skills

Customer support

SaaS

English communication

AI tools usage

Tools

Salesforce

Aircall

Confluence

Jira

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Analyst based in India.

This is a customer-facing support role at the intersection of technology, hospitality, and problem-solving.
You’ll help hotel teams resolve technical issues across a sophisticated, interconnected platform.
The role involves managing a high volume of cases across chat, email, and phone while maintaining strong service quality.
You’ll investigate root causes across workflows, payments, integrations, and platform configurations rather than simply closing tickets.
You’ll also use AI tools to improve your own workflows, reduce handling time, and develop repeatable support practices.
Working in a fast-moving, remote-first environment, you’ll collaborate closely with senior support specialists and Product and Engineering teams.
The role offers an opportunity to build deep product expertise and grow toward areas such as senior support, onboarding, or product.

Accountabilities

• Own approximately 30 customer cases per day across chat, email, and phone, resolving routine and moderately complex issues from initial contact through resolution within agreed service levels.

• Investigate customer issues thoroughly by reviewing account history, configurations, workflows, integrations, and the operating environment to identify root causes and provide effective solutions.

• Provide calm, clear, and empathetic support during high-impact situations, including guest check-in issues, payment failures, and other operational problems affecting hotel teams.

• Manage multiple conversations simultaneously while maintaining accuracy, responsiveness, and a consistently high standard of customer service.

• Use AI tools to improve case investigation, drafting, triage, and workflow efficiency, while validating AI-generated outputs against the customer's actual configuration and circumstances.

• Identify recurring problems and elevate significant or complex issues to senior analysts and Team Leads with clear context and supporting evidence.

• Create accurate Jira tickets for Product and Engineering teams, including reproducible steps, customer impact, and relevant technical details.

• Contribute to knowledge-base improvements, FAQs, and internal support resources based on recurring customer issues and observed patterns.

• Share effective AI-assisted workflows and support practices with colleagues to help improve team-wide efficiency and consistency.

Requirements

• 1-3 years of experience in a customer-facing technical support role, preferably within SaaS, hotel technology, payments, or another technology-driven environment.

• Experience working in a high-volume, queue-based support environment with live chat and measurable service metrics such as first-contact resolution and average handling time.

• Strong troubleshooting and root-cause analysis skills, with the ability to connect customer symptoms to workflows, product behavior, configurations, and integrations.

• Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and practically to non-technical customers.

• Demonstrated hands-on use of AI tools to improve productivity, investigation, communication, or support workflows, with the judgment to verify AI-generated information before sharing it.

• Ability to remain composed, professional, friendly, and empathetic when supporting customers under pressure.

• Strong attention to detail, accuracy, and ownership, particularly when handling issues that may affect hotel operations.

• Comfortable working independently while collaborating effectively with distributed, cross-functional teams.

• Familiarity with hotel operations, hospitality technology, property management systems, point-of-sale platforms, or payment technology is advantageous.

• Working knowledge of tools such as Salesforce, Aircall, Confluence, or Jira is a plus.

• Additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are advantageous.

Benefits

• Remote-first working environment with flexible working options.

• Unlimited paid holiday.

• Participation in a company share program.

• Paid parental leave, including six months fully paid for primary caregivers and two months for secondary caregivers after one year of service.

• Annual learning and development budget of €300, with additional support available for high performers.

• Monthly dedicated time for personal development, learning, and growth.

• Work-from-anywhere flexibility, including the ability to work abroad for several weeks each year.

• Relocation options available after one year of service.

• Home-office setup budget and monthly work-from-home allowance.

• Access to AI productivity tools, including Claude tokens, to support workflow automation and more efficient ways of working.

• Additional location-specific benefits may include healthcare, retirement plans, team events, social activities, and other local perks.

• Inclusive, international, and collaborative remote working culture.

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