Customer Support Specialist
Job in
Greater London, London, Greater London, W1B, England, UK
Listed on 2026-10-12
Listing for:
Sensor Tower
Full Time
position Listed on 2026-10-12
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Technical Support, Customer Service Rep
Job Description & How to Apply Below
- 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
- 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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