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Salary: GBP 45,000 - 52,000 / annual
Data.ai (formerly Sensor Tower) operates a digital intelligence platform providing market insights into mobile, web, and gaming ecosystems. The platform serves over 2,500 enterprises across tech, retail, entertainment, gaming, CPG, and finance.
As a Customer Support Specialist, you will be the frontline of customer interaction, delivering exceptional service and resolving inquiries efficiently and empathetically. You'll work in a fast-paced environment engaging directly with executives and teams from high-growth companies. The role involves troubleshooting technical issues, collaborating across product, engineering, and operations teams, and providing feedback that shapes the platform's future.
Key responsibilities include:
- Providing expert support to customers and internal sales teams, responding to queries in a timely and accurate manner
- Troubleshooting and resolving issues by gathering technical details, replicating problems, and identifying root causes using internal tools
- Collaborating with cross-functional teams to escalate complex issues, log bugs, and communicate technical solutions to users of varying technical backgrounds
- Providing high-priority support and platform overviews to designated strategic accounts
- Acting as a bridge between internal teams, sharing customer feedback to improve the platform
- Identifying resource gaps based on common customer pain points
- Educating users on new updates, tools, and best practices tailored to their use cases
- Reporting on key customer service metrics and identifying trends to the Team Director
The role is full-time, hybrid (2-3 days in office), based in London. Fluency in French (written and spoken) is required to support French-speaking clients and partners.
QUALIFICATIONS:
- 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
- Passionate about providing exceptional customer experience
- Strong attention to detail and ability to manage multiple tickets or issues simultaneously
- Comfortable working with and supporting global brands across diverse markets
- Genuine interest in building and growing a career within customer support
- Technical experience in initial troubleshooting of front-end bugs and network issues
- Ability to read and interpret data visualizations or logs to guide troubleshooting
- Experience working cross-functionally with Product, Engineering, or Data teams
- Proactive in spotting recurring issues and patterns in customer inquiries
Nice to have:
- 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
