Customer Support Specialist, Sensor Tower

• Fluency in French (written and spoken) to effectively support French-speaking clients and partners
• 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

Desirable

• 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 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