Customer Support Specialist - London - Hybrid

Full time / London - Hybrid (2-3 days in office) - French Speaking

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 escalate 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.

Qualifications:

At least 4-5 years of experience in a data analysis customer facing role (customer service, care, or success).

Fluency in French/English

Background in mobile analytics, consumer behavior, or digital advertising strongly preferred.

Passionate about providing exceptional customer experience.

Strong attention to detail and ability to manage multiple tickets or issues at once.

Comfortable working with and supporting global brands across diverse markets.

Genuine interest in building and growing a career within customer support.

Technical experience in initial troubleshooting of front end bug/network issues.

Ability to read and interpret data visualizations or logs to guide troubleshooting.

Experience working cross functionally with Product, Engineering, or Data teams.

Proactive in spotting recurring issues and patterns in customer inquiries.

Nice to have:

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.

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