About the role

Support Analyst assisting customers with addressing issues on the Xelix platform. Collaborating with multiple internal functions for effective problem resolution and customer support.

Responsibilities

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 to influence product priorities and improvements.
Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns.
Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources.
Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.
Check the data logs to proactively highlight any issues with Live customers usage of the platform.
Assist the Support team members with any error resolution on customer files or platform.
Support Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers.
Support ad-hoc queries from Customer Success teams on platform behaviour.

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, maximising both personal efficiency and team productivity.
A customer-first approach, with a genuine passion for helping customers feel valued and heard.
Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers.
Strong analytical and problem-solving skills.
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, dedicated to delivering outstanding customer service.
Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences.
Bachelor’s degree or equivalent experience, preferably in a related field.

Competitive salary of £35,000 to £40,000 depending on experience plus 10% bonus
27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office
On-site gym and cycle to work scheme
Employee discount at over 100 retailers
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £1,000 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat