About this role

Troubleshoot and diagnose technical issues for live customers via email and live chat, escalating where needed and keeping customers informed throughout
Act as a product subject matter expert
supporting customers and internal teams with clear, practical guidance on how Sona works
Maintain and update customer account configurations accurately and efficiently
Contribute to and improve self-serve resources including FAQs and the knowledge base, keeping them current as the product evolves
Share structured customer feedback with the Product team
acting as a consistent voice for the customer experience across the business

You have experience in a customer-facing support role, ideally supporting a technical product in a B2B environment
You're comfortable working in a startup or fast-growing company
you don't need a complete playbook to get started and you ask good questions when the path isn't clear
You communicate well: you can break down technical issues for non-technical customers and collaborate efficiently with people across the business
You're analytical and tech-savvy
you pick up new tools quickly, prioritise well under pressure, and your instinct is to fix the root cause, not just close the ticket
You're curious about AI and already thinking about how to use it practically in your day-to-day work
Bonus: experience with Zendesk, Metabase, Linear, or Jira; familiarity with Care, Hospitality, or Workforce Management; and a working knowledge of graphics interchange format files.

Customer Analyst

Key skills