Customer Support Specialist, Sensor Tower
$80-90k
2+ days a week in office (Culver City, CA)
Analytics for the mobile app ecosystem
Open for applications
Analytics for the mobile app ecosystem
201-500 employees
Open for applications
$80-90k
2+ days a week in office (Culver City, CA)
201-500 employees
Company mission
To be the trusted source of mobile insights.
Role
Who you are
- At least 2-3 years of experience in a data analysis customer facing role (customer service, care, or success preferred). Passionate about providing exceptional customer experience
- 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
- Ability to read and interpret data visualizations or logs to guide troubleshooting
- Experience working cross functionally with Product, Engineering, or Data teams
- Proactive in identifying trends and recurring issues in customer inquiries
Desirable
- Familiarity with the mobile industry and commercial/digital ecosystem
- Experience with customer ticketing systems and/or customer engagement systems
- Experience supporting customers with API access, data exports/imports, or third-party integrations
What the job involves
- 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 technology 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
- Monitor global top trends in the gaming market
- The official title upon joining Sensor Tower will be, Customer Support Manager
Our take
Mobile apps have transformed most aspects of modern life, from shopping to banking to communication, and companies that wish to reach the modern consumer need to master this corner of the digital world. Sensor Tower supplies intelligence and analytics software for companies to gain insight into the mobile app ecosystem and make the most of their app offerings and digital adverts.
Sensor Tower leads the market in providing mobile app and digital advertisement market intelligence. It provides data on user engagement, ad impact, and trends in the space, so its clients can optimize their spending and discover opportunities for growth. Together, its products focus on every aspect of the app economy, from store behaviour to consumer trends, meaning it can act as an all-in-one centre of intelligence for its clients.
Sensor Tower operates in twenty-five countries and has experienced impressive growth in the last few years. The company acquired Pathmatics, a leading digital ad intelligence firm, in 2021 which has allowed it to expand its product offerings into the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (2 rounds)
May 2020
$45m
GROWTH EQUITY VC
Aug 2013
$1m
SEED
Total funding: $46m
Company 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
Company HQ
The Castro, San Francisco, CA
Leadership
Alexey Malafeev
(Co-Founder)Also co-founded Level86.
Oliver Yeh
(Co-Founder)Former Senior Platform Engineer at Appboy.
Salary benchmarks
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