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- Tasks: Solve complex queries and manage escalations for retailers and customers.
- Company: Join Snappy Shopper, a leading Q-commerce grocery platform empowering local businesses.
- Benefits: Enjoy professional development opportunities and potential for permanent role.
- Why this job: Be part of a dynamic tech start-up with a mission to support local communities.
- Qualifications: Tech-savvy, strong communicator, well-organised, with retail or marketing awareness.
- Other info: Full-time role in Dundee with rotating weekend on-call support.
The predicted salary is between 30000 - 42000 £ per year.
Please note that this role will be titled ‘Retail Technical Support Analyst’ internally.
About Us
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa, Premier and Booker.
Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.
Our location
We are a Scottish start-up with just over120 colleagues based around the UK and offices in Dundee and Edinburgh.
This is a full-time, Monday to Friday, office-based role in Dundee (City Quay), with participation in a rotating on-call weekend support schedule.
About the team
We\’re the team behind Snappy Shopper and Hungrrr, two platforms connecting local retailers and hospitality venueswith shoppers through a seamless digital experience. Our Retail Technical Support team specialises in solving complex problems, managing escalations, and keeping our systems and processes running smoothly behind the scenes.
About the role
As a Retail Technical Support Analyst, you’ll take on the more complex queries and escalations that our frontline team can’t resolve — acting as a key problem-solver across our systems, processes, and platforms.
Your day-to-day will include:
- Managing escalated queries from retailers and customers via phone, email, WhatsApp, and social media
- Troubleshooting backend systems and internal platforms, including store onboarding, settings, and compliance requirements
- Supporting advanced menu updates and technical configurations, including loyalty schemes, promotions, and product restrictions
- Collaborating with marketing, tech, and growth teams to resolve complex issues and align on operational improvements
- Identifying process improvements, spotting trends, and sharing insights to help the wider business work more effectively
This is a varied, high-impact role for someone who’s confident handling complexity, comfortable with systems, and thrives on solving problems in a fast-paced environment.
To be successful in this role, you’ll be:
- Tech-savvy – You pick up systems quickly and enjoy solving complex problems.
- A strong communicator – Able to manage sensitive or high-stakes issues with confidence across multiple channels.
- Well-organised – You can juggle workflows across technical, marketing and support-related issues.
- Retail or marketing aware – Experience in either field helps you understand our customers’ expectations and business operations.
Who you are is as important to us as what you can do. Do these values and behaviors sound like something that would come naturally for you?
- Community: Thrive in team-based environments where you each share the workload and the success.
- Be Snappy: Work at-pace to meet the needs of numerous stakeholders.
- Breaking Barriers: Think of ways to solve problems- we’re a growing business to creative thinking is a real benefit.
- Craic on: Succeed when working with a range of stakeholders.
If you’re someone who enjoys helping others, is confident with systems, and thrives in a dynamic environment, we’d love to hear from you!
What’s in it for you
Why should you consider joining Snappy in this role? Working with a high-growth tech start-up is an exciting and dynamic experience! During your time with us, you\’ll have the opportunity to develop professionally and apply your learning to help scale the business rapidly. If you\’re eager to learn and grow, there’s no limit to what you can achieve here. And while this is a temporary position, there is the potential for it to evolve into a permanent role for the right candidate!
Scroll below to read more about our Snappy Reward.
Applying
Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.
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Technical Support Analyst employer: Snappy Shopper
Contact Detail:
Snappy Shopper Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Familiarise yourself with the Snappy Shopper platform and its features. Understanding how the system works will not only help you troubleshoot effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your communication skills, especially for handling sensitive issues. Practising how to convey complex technical information clearly and concisely will be crucial when dealing with escalated queries from retailers and customers.
✨Tip Number 3
Network with current or former employees of Snappy Shopper if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and show that you’re a good fit for the team.
✨Tip Number 4
Stay updated on trends in the retail and marketing sectors. Being aware of industry developments will not only enhance your understanding of customer expectations but also allow you to contribute valuable insights during your interactions with the team.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Retail Technical Support Analyst. Highlight your problem-solving skills and experience with technical systems in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your tech-savviness, communication skills, and any relevant retail or marketing experience.
Craft a Compelling Cover Note: Include a cover note that explains why you're interested in the role and what you can bring to the team. Share personal anecdotes that demonstrate your ability to thrive in fast-paced environments and your passion for helping others.
Showcase Problem-Solving Examples: In your application, provide specific examples of how you've successfully resolved complex issues in previous roles. This will demonstrate your capability to handle the challenges of the position effectively.
How to prepare for a job interview at Snappy Shopper
✨Understand the Company and Its Values
Before your interview, take some time to research Snappy Shopper and its mission. Familiarise yourself with their values, especially around community and problem-solving, as these will likely come up during your conversation.
✨Showcase Your Technical Skills
Be prepared to discuss your technical abilities in detail. Highlight any experience you have with troubleshooting systems or managing escalated queries, as this role requires a strong understanding of backend systems and processes.
✨Demonstrate Strong Communication Skills
Since the role involves managing sensitive issues across various channels, practice articulating your thoughts clearly. Be ready to provide examples of how you've effectively communicated in high-stakes situations in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of specific scenarios where you've successfully resolved complex issues, particularly in a fast-paced environment, and be ready to share those experiences.