The opportunity
As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to…
What you'll do
Analyse and troubleshoot complex technical issues through direct user: interaction (email, phone), utilising SQL to extract and interpret data, and leveraging your knowledge of API documentation.
Develop product and platform expertise, working closely with Engineering,: Product, and Operations teams to diagnose and resolve user issues.
Strategically optimise and scale support processes to enhance efficiency and: improve the overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at hitting key performance: metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
Create and refine documentation to empower users to resolve issues via: self-service, reducing dependency on support teams.
Collaborate with and advocate to Product and Engineering to proactively: improve the platform based on user feedback, ensuring long-term product reliability.
What they're looking for
- + years of experience in a customer-facing product support role, with a focus: on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence: cross-functional teams and drive progress.
- Experience in project management, particularly in optimising processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
- Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes
