sensor-tower - Customer Support Specialist - London - Hybrid
Requirements
• At least 4-5 years of experience in a data analysis customer facing role (customer service, care, or success). • 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. • 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. • It's common for scammers to create positions that look legitimate on other sites. To ensure your submission is considered, only apply for positions at Sensor Tower through our company website or through posts directly associated with Sensor Tower company profiles on sites such as LinkedIn, Indeed, BuiltIn or Hackajob. At no point will Sensor Tower ever ask for money, credit card, or bank account information to complete a job application. Communications received from Sensor Tower are only sent by e-mail addresses ending in sensortower.com http://sensortower.com. All Sensor Tower interviews will be conducted via phone or Zoom. At no time will a conversation be moved to an alternative email outside of sensortower.com http://sensortower.com or text. Should an issue arise that you feel we should be aware of, please contact us. Please provide your resume when applying. • To all recruitment agencies: • Sensor Tower does not accept third party resumes. Please do not send resumes to our jobs alias, Sensor Tower employees or any other organization location. Sensor Tower is not responsible for any fees related to unsolicited resumes. Sensor Tower will not pay any third-party agency or company that does not have a signed agreement with Sensor Tower. • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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.
Benefits
• £45K – £52K • Offers Commission • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • As part of our recruitment process, we collect and review personal information you provide to us (such as your CV, contact details, and application materials). To retain your information for potential future opportunities, we require your consent to process and store your personal data. • What this means: • What this means: • We will use your information solely for recruitment-related purposes. • Your data may be shared internally with relevant hiring managers and recruitment personnel. • We will retain your data for 2 years unless you request its removal earlier. • 2 years • You have the right to access, update, or request deletion of your data at any time. • By selecting Yes, you confirm that you: • Agree to the processing of your personal data for recruitment purposes. • Understand how your data will be used and stored. • Acknowledge your rights regarding your personal data. • For more details please check the Sensor Tower Privacy Policy. • Yes, I give my consent to retain my data for 2 years time period. • No, I do not give consent to retain my data for future opportunities. • What this means: • What this means: • 2 years • Note: The consent period lasts for 2 years • Recruiting Privacy Policy
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