Support Analyst

Inspiring Interns & Graduates

Company background
We are the leading intelligence platform for performance marketing and user acquisition teams at high growth consumer mobile app businesses. The platform powers marketing teams to manage their user acquisition budgets and optimisation decisions by automating their perfect dashboards, reports & insights. This not only saves them time but unlocks opportunities and improves their marketing performance. That’s why we are the first tool our customers log-in to each morning, and acts as an integral part of their day-to-day workflow resulting in super high customer retention rates.
We’ve been able to build this incredible product thanks to a leadership team of ex-user acquisition executives that are able to really empathise with our target customers and our tight knit team of passionate individuals all striving towards the same mission. We’re now actively looking to expand our go-to-market efforts and bring our amazing product to a wider audience.

We’re looking for a Support Analyst with proven experience in providing support to B2B SaaS customers.
Reporting to the Head of Customer Success, you will be the first line of support for customers via LiveChat and Email. In addition to providing application support, you will be responsible for capturing customers’ implementation needs in concise and accurate ways, dispatching the requests to the relevant teams, and keeping customers updated throughout the lifecycle of these requests. You will also manage customer communication when it’s required to send them important information about their accounts.
Here, customer satisfaction is our number one priority. We believe the support experience is a critical part of the overall customer experience. As such, we’re looking for individuals who have a real passion for tech and ad tech so that our customers can benefit from consistent expertise across all their touchpoints with us. A product built by ad tech experts, serviced by ad tech experts, and supported by… ad tech experts! Join us in our mission to make user acquisition effortless.
Don’t hesitate to apply; we’ll be happy to consider your application.

Your Responsibilities

• Become a product and performance marketing data expert
• Respond to incoming support requests as fast and accurately as possible
• Qualify and troubleshoot application problems (i.e., user can’t login,)
• Qualify and troubleshoot data problems (i.e., quality issues in the data we ingest and aggregate for our customers)
• Provide recommendations and share relevant support articles to help customers
• Allocate service requests and bug reports to the appropriate teams promptly
• Reach response time and satisfaction goals
• Liaise with 3rd parties to resolve issues when necessary
• Resolve smaller issues directly when possible

What you’ll need to succeed

• 2+ years of experience working as a B2B SaaS support specialist
• Experience working in ad tech or digital marketing (+ passion!)
• Experience with Zendesk, Intercom, or similar software
• Ability to simplify complex technical topics in plain English
• Outstanding written and verbal communication skills
• Excellent problem-solving and debugging skills
• Excellent time management and collaboration skills
• Experience using Jira and Confluence
• Ability to manipulate CSV and Excel files
• What might help you succeed faster
• 2+ years of experience working in the field of mobile advertising or digital marketing
• Experience working with data products such as ETL pipelines
• Understanding of one language such as Python, Javascript, PHP, SQL
• Experience with REST APIs

Salary ranging from £32k – £38k depending on experience.