Customer Support Analyst

• Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels
• Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations
• Supervise and correct AI responses, escalating complex or sensitive issues as needed
• Educate customers about SafetyCulture products and features, aiming to make them self-sufficient
• Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions
• Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework
• Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience
• Contribute ideas and insights to help shape better support processes and product design
• Close out cases with confidence, ensuring customers are satisfied and unblocked

• Experience in a customer-facing role, ideally in a tech or SaaS environment
• Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools
• Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly
• Passion for helping people and a customer-first mindset
• Comfort working with AI tools and willingness to adapt in a fast-changing environment
• Proactive and collaborative—ready to “Be Bold, Bring Action” with ideas for improvements
• Proficiency in English is required

Fresh graduates are encouraged to apply

• Lunch and snacks are on us all day and every day
• Got fitness goals? - we have a gym
• Overall just a vibrant place to work in
• Every full-time team member gets equity