Customer Analyst

📋 Description

• Troubleshoot and diagnose technical issues for live customers via email and chat
• Act as product SME, guiding customers and internal teams on how Sona works
• Maintain and update customer account configurations accurately
• Contribute to and improve self-serve resources including FAQs and knowledge base
• Share structured customer feedback with Product team

🎯 Requirements

• Experience in a customer-facing support role, ideally supporting a technical product in a B2B environment
• Comfortable in a startup/fast-growing company; good questions when path isn't clear
• Communicate well: explain tech to non-technical customers and collaborate across the business
• Analytical and tech-savvy; quick to learn tools; focus on root causes
• Curious about AI and practical use in daily work
• Bonus: Zendesk, Metabase, Linear, Jira; Care/Hospitality familiarity

🎁 Benefits

• Hybrid working – 2 days per week in the London office
• Share options
• 35 days annual leave (25 days standard + 10 flexible)
• Extra day of leave for every year of service
• Pension contributions matched up to 5%
• Comprehensive health insurance