Proactively handle technical and non-technical customer queries, providing efficient and effective solutions.
Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers.
Represent the customer’s voice within the company, collaborating with Product and Commercial teams.
Coordinate with the Customer Success Team on customer risks and issues.
Maintain and update the knowledge base with new product information.
Manage and organise the support inbox, ensuring timely responses and adherence to SLAs.

At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry.
Background in support, accounting, or accounts payable is preferable but not required.
Strong time management and prioritisation skills.
Customer-first approach, with a genuine passion for helping customers feel valued and heard.
Quick to learn new technologies, product features, and processes.
Python proficiency is mandatory and will be tested during the recruitment process.
Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour.

Associate Product Support Analyst

Key skills