Junior Support Analyst

Position Overview

The Support Analyst assists customers with addressing any issues they have with the Xelix platform. They are responsible for reviewing tickets raised by customers and resolving them in an expedient manner. This is an exciting role that collaborates regularly with numerous other functions within the company, such as Customer Support, Professional Services, Product, and Engineering. The role is critical in ensuring that customers are able to use the platform as designed, with a key focus on troubleshooting and resolving technical issues.

The successful candidate will possess excellent technical acumen, organizational and communication skills, and a drive to ensure the client experience reflects our culture and builds enduring customer relationships. You will be a proactive, resourceful multitasker with at least one year of experience in a customer-facing role. You’ll excel if you love helping people, have strong problem-solving skills, and can adapt quickly to shifting priorities in a collaborative environment. Please note that flexibility to work in US hours (i.e. from 1PM to 10PM UK time) is required; these shifts will not require any days in the office.

Key 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 by 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 so that customers have access to the latest resources.
• Manage and organize the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.
• Check data logs to proactively highlight any issues with live customer usage of the platform.
• Assist support team members with error resolution on customer files or the platform.
• Support Implementation & Customer Success teams in adding new data files or systems for existing customers.
• Handle ad-hoc queries from Customer Success teams regarding platform behavior.

Required Qualifications

• At least 1 year of experience in a customer-facing role, ideally within the SaaS or tech industry. Experience in support, accounting, or accounts payable is a plus.
• Strong time management and prioritization skills to maximize both personal efficiency and team productivity.
• A customer-centric mindset with a genuine passion for ensuring customers feel valued.
• Quick to learn new technologies, with strong analytical and problem-solving skills.
• Clear, direct, and effective verbal and written communication, paired with a friendly and empathetic demeanor.
• A proactive approach to troubleshooting and resolving customer issues.
• Bachelor’s degree or equivalent experience, preferably in a related field.

Benefits & Perks

• Competitive salary
• 27 days of annual leave(including 3 days Christmas closing), with the option to roll over 3 days.
• Hybrid working with two days a week from our dog-friendly Hoxton office with an on-site gym.
• Comprehensive private medical & dental cover with Vitality
• Enhanced parental leave pay.
• Learning & development culture –£500 personal annual budget
• We're a carbon-neutral company, actively working towards ambitious carbon reduction goals.
• Lots of team socials & activities.
• Annual team retreat.