Customer Support Specialist

• As a Customer Support Specialist, you’ll be on the front lines of customer interaction, playing a vital role in delivering exceptional service and resolving inquiries efficiently and empathetically
• In this role, you will gain hands-on experience within the fast paced, ever evolving mobile app ecosystem and have the opportunity to engage directly with executives and team members from high growth companies
• You’ll also collaborate across departments, working closely with product, engineering, and operations teams to ensure a seamless customer experience and to provide feedback that helps shape the future of our platform
• 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 elevate 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

• A “hybrid” environment offering a choice between working in-office, remote, or a mix
• Company-paid Health Insurance to support individual and family health
• Wellness programs for physical fitness, mental health, and fertility planning
• Retirement savings accounts to support investment in your future
• Flexible Paid Time Off so employees can shape their time away from the office
• Stipends for office and/or gym setup and home internet

• Fluency in French (written and spoken) to effectively support French-speaking clients and partners
• Experience working cross functionally with Product, Engineering, or Data teams
• Genuine interest in building and growing a career within customer support
• Comfortable working with and supporting global brands across diverse markets
• Strong attention to detail and ability to manage multiple tickets or issues at once
• Technical experience in initial troubleshooting of front end bug/network issues
• Passionate about providing exceptional customer experience
• 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
• Proactive in spotting recurring issues and patterns in customer inquiries
• Ability to read and interpret data visualizations or logs to guide troubleshooting
• 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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