Customer Analyst

Customer Analyst

Sona

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google). It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here. About the Role As a Customer Analyst at Sona, you'll be the frontline of our customer experience - the person our customers turn to when something isn't working, and the person who makes sure they come out the other side with confidence in the product and the team behind it. You'll sit within our newly formed Customer Engineering team, a function that brings together technical support and customer-facing configuration work under one roof. Day to day, that means troubleshooting software issues across email and live chat, maintaining customer account configurations, and acting as the product expert our customers and internal teams rely on. It also means feeding what you learn from customers back into the business - the patterns you spot in tickets, the friction points you hear about repeatedly - so that the product actually improves as a result. We're at an exciting moment in how support works at Sona. AI tooling is actively changing what gets handled by humans versus automated systems, and you'll be part of a team that's leaning into that shift rather than working around it. If you're someone who finds that energising, and who wants to help shape what good looks like rather than just execute against what already exists, this is a strong environment to grow in. Responsibilities  * 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   Requirements * 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.   Benefits * Salary: £35,000 - £37,000 * Hybrid working - 2 days per week in the London office * Share options * 35 days annual leave (25 days standard plus 10 flexible public holiday days)  * Extra day of leave for every year of service * Pension contributions matched up to 5% * Comprehensive health insurance * Enhanced parental leave & pay * Salary sacrifice childcare scheme (Workplace Nursery) * Annual all expenses paid team retreats * The latest Macbook and equipment budget for your home office * Professional development budget * Unlimited free books Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.

Customer Success Analyst

Atominvest

Who is Atominvest Atominvest is the operating system for modern private markets asset managers. Our modular, flexible SaaS technology underpins key investor- and portfolio-management workflows. Our customers are sophisticated private equity, growth equity, and private credit firms managing billions in assets globally. We aim to deliver ongoing high-quality outcomes for them through a long-term partnership mindset. At Atominvest, you’ll be working on something very exciting: the future of work, investments and sustainability/ ethical investing for the world’s best investors and delivering a positive impact through this. Based on the growth we are experiencing, we think we’re on to something big. It won’t be easy. Joining a scale up business is an amazing and rewarding challenge, pushing well beyond the boundaries of natural growth cycles. You’ll move quicker than feels comfortable and be brilliant at continually re-prioritizing what must get done to keep Atominvest growing year over year at the pace of the best SaaS companies on the planet. We’ve gone from zero to ten, now we’re looking to go from ten to one hundred! What the job involves: * Implement customer requirements, datasets and workflows into Atominvest * Work alongside Customer Success Managers to onboard customers onto the platform * Drive down time to value by ensuring a smooth transition to ongoing customer lifecycle management * Liaise with Product and Engineering to complete extensive QA testing for new product features and bug fixes * Field support tickets, ensuring customers are kept up to date on progress toward resolution * Maintain technical documentation and internal knowledge base Requirements: * Bachelor's Degree (or higher) from top-tier university * Proven interest in private markets * 0-2 years of work experience (experience in consulting, investment banking, private equity or fund administration a plus) preferred * Excellent verbal and written communication skills * Strong analytical skills and attention to detail * High degree of proficiency in MS Excel * Comfortable with working with large amount of data * Ability to prioritise tasks, regularly communicate progress and meet established deadlines * Team player, keen to learn and share ideas The process: * Stage 1: Meet with a member of our Customer Success Team to discuss your motivations, background and dig deeper into your CV, as well as talk about our story and where we’re heading * Stage 2: Complete a short case study * Stage 3: Discuss case study with our Head of Customer Success * Stage 3: Final round discussion with our Chief Commercial Officer * Stage 4: Join Atominvest! What we offer * Competitive compensation (fixed base salary + performance incentives) * 25 days of holiday per year + bank holidays * Hybrid working style (a minimum of 3 days in our central London office is required) * Cycle2Work scheme * Employee Assistance Programme (EAP) to support employee wellness * A culture of trust, ownership, responsibility and autonomy in your work * An incredible team of smart and mission-driven people to work with * Fun working atmosphere * Significant growth opportunities * Company-wide socials and events

Customer Support Analyst

Cabify

En Cabify creemos que una nueva forma de movilidad urbana es posible. Un ecosistema que permita tener menos coches privados en las calles, vehículos más sostenibles y rutas más eficientes. Ciudades en las que sus calles estén pensadas por y para las personas, y no para los coches. Productos y servicios que, mediante alternativas de movilidad sostenibles y eficientes, generen valor económico, social y medioambiental. Y no solo es que creamos en ello, sino que trabajamos la magia para hacerlo posible. Si compartes con nosotros el mismo propósito, sigue leyendo porque… ¡Este es tu sitio! Misión del puesto Tu misión en Cabify consistirá en asegurar la excelencia operativa y la mejora continua del servicio al cliente mediante el análisis estratégico de indicadores, el control de muestras de calidad y la detección de oportunidades de mejora. Tu rol será clave para blindar la experiencia de usuarios y conductores, garantizando que los contactos se gestionen bajo los más altos estándares y que el feedback se traduzca en optimizaciones reales de los procesos de la plataforma ¿Cómo nos ayudarás a cumplir nuestra misión? Para ello, nos ayudarás a cumplir esta misión encargándote de:  * Analizar, controlar y reportar los principales indicadores de gestión de servicio al cliente del mercado, visibilizando alertas y oportunidades de mejora oportunamente. * Ser el punto de apoyo y comunicación cercana para los diferentes actores de los equipos. * Desarrollar las actividades de los proyectos específicos asignados, asegurando su cumplimiento en tiempo y forma. * Implementación de proyectos, procesos y operativas relacionados a la atención al cliente. * Implementar acciones de mejora continua en la atención al cliente. * Automatización de procesos internos. ¿Qué buscamos?  * Afinidad con nuestros principios.  * Educación en Administración de Empresas, Ingeniería o afines. * Experiencia en mapeo y documentación de procesos. * Experiencia en gestión de proyectos interdepartamentales. * Capacidad analítica, de planificación y organización. * Buenas habilidades comunicativas. * Experiencia en Google Sheets o Excel. * Conocimiento de Tableau o Power BI. * Conocimiento en herramientas de IA. ¿Qué ofrecemos? Somos un equipo repleto de gente feliz y motivada. Flexibilidad, buen ambiente, crecimiento e impacto ¡asegurados! Cabify viene cargado de beneficios para que los disfrutes en tu viaje junto a nosotros: 📝Contrato indefinido con salario competitivo 🎟️Bono de bienestar para usar en medicina o diversidad de tiendas  🏝️22 días de vacaciones al año 🔋Recharge Day 🌍Horario flexible y modelo híbrido de trabajo 🎉Eventos divertidos para disfrutar junto a tu equipo 💸Crédito mensual para usar en nuestra App de Cabify 🖥️Equipo de trabajo para que desarrolles todo tu talento