Customer Support Analyst
Core
Deliver customer experience for a data-driven e-commerce analytics platform via chat and email, guiding users to maximize platform value and reduce churn.
Role type
Senior Customer Support Analyst (SaaS)
Builds
Customer onboarding, training sessions, and platform adoption for e-commerce clients
Domain
E-commerce analytics, Big Data, Business Intelligence
Deliverable
client delivery
Required skills
Customer support, SaaS sales, customer training/onboarding, CRM management, technical troubleshooting, cross-functional collaboration
Preferred skills
Spanish fluency, e-commerce marketplace experience, Big Data/AI interest
Technologies
HubSpot, CRM platforms
Responsibilities
Provide timely assistance via chat and email; resolve technical issues and troubleshoot incidents; guide users through problem-solving; support onboarding and training; help customers leverage data insights; monitor customer needs and retention risks; report product bugs; gather customer feedback; collaborate on support process improvements.
Seniority
Mid-Senior, hands-on IC
