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- Tasks: Provide technical support to customers via email and live chat, troubleshooting software issues.
- Company: Join Sona, a cutting-edge AI-native workforce management platform transforming frontline jobs.
- Benefits: Enjoy a competitive salary, share options, remote work, and 35 days annual leave.
- Why this job: Be the voice of customers and shape the future of customer support in a fast-growing startup.
- Qualifications: Experience in customer support, strong communication skills, and a tech-savvy mindset.
- Other info: Work in a dynamic environment with opportunities for professional development and team retreats.
The predicted salary is between 30000 - 35000 £ per year.
3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In 5 years, we’ve already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 110+, and secured over $50M in funding from notable VC’s.
This Role Will Involve:
- Providing technical troubleshooting support to customers via various channels including email and live chat.
- Troubleshooting and diagnosing technical issues related to our software products, escalating when necessary and keeping the customer informed.
- Acting as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams.
- Helping to maintain, update and improve our FAQs and Knowledge base with the latest product updates.
- Maintaining/updating customer account configurations.
- Being the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience.
You Should Apply If You:
- Love Building Relationships: Whether it’s with customers or internal teams, you’re great at building trust, communicating openly, and collaborating to solve problems.
- Take Ownership: You’re self-motivated, love taking initiative, and feel excited about helping shape the future of the Customer Support team in a fast-growing company.
- Enjoy Problem-Solving: You have a keen eye for detail, a natural sense of curiosity, and you’re always thinking about the bigger picture to find creative ways to make customers successful.
- Thrive in a Fast-Paced Environment: You’re adaptable, excited to learn, and comfortable working in a rapidly changing startup environment.
Required Skills and Experience:
- Customer Support Experience: You have meaningful experience in customer-facing roles like Customer Support, Customer Experience, or Customer Enablement (preferably supporting a technical product in a SaaS B2B environment).
- Curiosity & Desire To Learn: You’ve worked in a startup environment or company with high growth and lots of ambiguity.
- Strong Communication Skills: You’re comfortable working with people at all levels and can break complex technical items down into easy-to-understand concepts.
- A Tech-Savvy & Analytical Mindset: You’re tech savvy, can learn new systems quickly and are adept at prioritising your work efficiently.
We’d feel especially lucky if you also have:
- Previous experience working in a B2B SaaS startup environment.
- Previous experience using Metabase, Zendesk, Linear, JIRA, or Sendgrid.
- Previous experience in Care, Hospitality, or Workforce Management industries.
- Familiarity with applied usage of graphics interchange format files.
Benefits:
- Salary: £30,000-35,000
- Share options
- Fully remote and flexible working
- 35 days annual leave (25 days standard plus 10 flexible public holiday days)
- Extra day of leave for every year of service
- Pension contributions matched up to 5%
- Comprehensive health insurance
- Enhanced parental leave & pay
- Co-working space stipend for those based outside London
- Bi-annual all expenses paid team retreats
- The latest Macbook and equipment budget for your home office
- Professional development budget
Customer Support Analyst employer: Sona
Contact Detail:
Sona Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Sona on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. Building connections can give you insider knowledge and make your application stand out.
✨Tip Number 2
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle tricky situations or technical issues. We want to see your problem-solving skills in action, so be ready to showcase your thought process!
✨Tip Number 3
Show off your tech-savvy side! Familiarise yourself with the tools mentioned in the job description, like Zendesk or JIRA. If you can demonstrate your knowledge of these platforms during the interview, it’ll show that you’re ready to hit the ground running.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared about the team, company culture, or future projects. This shows your genuine interest in Sona and helps you determine if it’s the right fit for you.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and how your experiences align with what we’re looking for.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Refer back to the job description and match your background with the key responsibilities and requirements we’ve outlined. It shows us you’re genuinely interested!
Showcase Problem-Solving Skills: Since this role is all about troubleshooting and helping customers, share specific examples of how you've tackled challenges in the past. We love hearing about your creative solutions and how you’ve made a difference in previous roles.
Keep It Clear and Concise: While we appreciate detail, make sure your application is easy to read. Use clear language and structure your thoughts logically. This will help us understand your qualifications quickly and effectively, making it easier for us to see you as a great fit!
How to prepare for a job interview at Sona
✨Know the Product Inside Out
Before your interview, make sure you understand Sona's software products and how they help frontline organisations. Familiarise yourself with common technical issues and think about how you would troubleshoot them. This will show your potential employer that you're not just interested in the role but also invested in their mission.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved customer issues or improved processes. Highlight your analytical mindset and how you approach challenges. This will demonstrate your ability to thrive in a fast-paced environment and your readiness to take ownership of problems.
✨Build Rapport During the Interview
Remember, this role is all about building relationships. Practice active listening and engage with your interviewers. Ask thoughtful questions about their experiences and the company culture. This will not only help you connect with them but also show that you value collaboration and communication.
✨Be Ready to Discuss Feedback Loops
Since you'll be the voice of the customer, think about how you would gather and share customer feedback with internal teams. Prepare to discuss how you can contribute to improving the customer experience at Sona. This shows that you understand the importance of continuous improvement and are eager to make a positive impact.
