Customer Support Analyst

You will have

Fluent professional English, both written and spoken.

Strong listening and comprehension skills, including the ability to understand a customer's underlying question.

Experience in customer service, customer support or service operations.

Strong problem-solving skills and the ability to investigate before reaching a conclusion.

Excellent attention to detail and accuracy.

Comfortable working in spreadsheets and data exports — able to sort, filter, compare and spot-check data using tools like Excel (e.g. pivot tables, VLOOKUP/XLOOKUP, basic formulas) to support investigation.

The ability to explain data or technical issues in plain language.

Strong ownership and the ability to manage work through to completion.

The ability to learn unfamiliar software, data concepts and business processes quickly.

Confidence working independently while asking focused questions when needed.

The ability to collaborate across teams, cultures and time zones.

What success looks like

Within the onboarding period, you will be able to

Manage routine tickets accurately with decreasing supervision.

Produce clear customer responses requiring minimal correction.

Identify likely causes and provide supporting evidence.

Create complete and actionable technical escalations.

Validate that completed work resolves the customer's original request.

Keep ticket records and customer associations accurate.

Recognise blockers and escalate them early.

Apply previous learning to new but comparable customer situations.

Independently distinguish between a data quality issue, a system issue and a user error when investigating a ticket.

Receive, prioritise and manage customer support tickets in HubSpot.

Investigate customer data, reporting, access and system questions.

Resolve routine requests using approved procedures and documentation.

Communicate directly with customers in clear, professional English.

Review customer data outputs to spot patterns, anomalies or exceptions (e.g. missing records, outlier values, inconsistent trends) before escalating.

Escalate technical work to Data Services or Engineering with complete instructions and supporting evidence.

Validate completed work before confirming resolution with the customer.

Maintain accurate ticket ownership, status, priority and company associations.

Proactively identify missing, delayed or abnormal customer data.

Provide timely progress updates and raise risks or delays early.

Document repeatable support procedures and contribute to continuous improvement.

Collaborate effectively with global Customer Success, Data Services, Product and Engineering teams.

Complete adhoc Services tasks to maintain strong customer relationships.

The role requires an understanding of how customer data is received, processed and presented in Krunchbox. It does not perform routine data retrieval, processing or production data loading.

HubSpot, Jira or another CRM/service-management platform.

Microsoft suite of products including Teams and Excel.

Software customer support.

Familiarity with Retail, point-of-sale or customer data, including recognising typical data quality issues (gaps, duplicates, outliers).

Experience working with reports, dashboards, or large data files (e.g. Excel, CSV exports) to investigate or validate information.

Creating procedures, checklists or training documentation.