Junior Support Analyst

Eagle Eye · Toronto, Canada (Remote) · Full-time · Posted 2026-10-07

Salary: CAD 55,000–64,000

Workplace: remote

Department: Customer Care

Description

About the role

The Support Team at Eagle Eye is a global team based in the UK, Canada, and Australia, handling all internal and external customer requests. With a team of 11 and growing, they manage 500–600 tickets weekly via Zendesk, owning issues from start to finish. Tasks range from assisting with IT equipment, guiding customers on the platform, and troubleshooting transactions using tools like Google Cloud and other third-party systems.

The role requires learning multiple systems and understanding customer use of Eagle Eye products. Collaboration and teamwork are key, as no one knows everything, and answers are found together. The team works a 24/7 shift pattern (5 days out of 7, with variable start times) to ensure global coverage. Joining the Customer Care team is an excellent career springboard, with many members progressing into other roles within Eagle Eye.

Typical duties

Proactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis
Resolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of the relationship is maintained
Delivering a professional service to our customers;
Communicating effectively over the telephone, striving for one call resolution
Communicating via email, responding swiftly to any queries or requests for information
Developing and maintaining effective communication channels with all departments, ensuring that necessary support and information is transferred
Documenting known issues and workarounds in a concise and clear manner
Using existing solutions to assist in troubleshooting and escalation of issues
Sharing knowledge with other team members and other teams within the business
Expanding the role through knowledge transfer from other teams
Working within defined SLAs
Having a full understanding of our clients’ use of our platform and service
Troubleshooting issues through log inspection, testing and 3rd party applications
Escalating and communicating to 3rd line and development teams whilst keeping clients informed
Ensuring compliance processes are followed at all times
Any other additional tasks as required to support the team and business objectives

About you

You are

Organised
Able to work autonomously
A strong team player
Able to solve problems and view potential solutions
Able to learn and adapt quickly
A good communicator

Requirements

You have

Experience of working in an IT support role
Experience in problem-solving in a high volume fast-paced environment
A commitment to providing an outstanding level of customer service
Excellent communication skills both written and oral
Exceptional attention to detail
The ability to self-manage workload
The enthusiasm to learn new things and continually develop
The desire to resolve new and existing customer issues quickly and efficiently
The desire to make sure the next person succeeds
Experience in Coupons, Loyalty and Stored Value (desirable)
ITIL foundation or equivalent (desirable)
Experience of reading JSON and XML (desirable)
Experience of google cloud logging (desirable)
Experience of New Relic (desirable)
Experience of API calls (desirable)

Benefits

A competitive base salary
Flexibility to work from home/various office locations
Generous annual leave package including
25 days paid annual leave
5 days paid sick leave which if unused gets added to your annual leave the next year
Contributory 401K Plan
Medical and dental benefits package for eligible employees and their dependents.
Support in continuous learning and self-development
Access to employee assistance program
Access to the paid Headspace app subscription
Mental Health First Aiders to support employee’s mental wellbeing
Employee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple Women
Charity Committee committed to organising events throughout the year to raise money for those less privileged

Compensation: The expected base salary range for this role is $55,000- $64,000 CAD per year. Final compensation is determined by various factors including, but not limited to, relevant experience, technical skills, and specific certifications.

Vacancy Status: This is a posting for an existing, immediate vacancy.

Al Disclosure: We use Al-enabled tools within our hiring platform (Workable) to help us screen for minimum qualifications and rank applicants based on their technical skills. All final hiring decisions and interview selections are made by our human recruitment team.

Inclusive Hiring: In accordance with Ontario's Working for Workers Four Act, we do not require "Canadian work experience" for this position. We welcome global talent and evaluate all candidates based on the technical and functional competencies outlined in the requirements section above.

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About the company

Eagle Eye offers an integrated digital marketing platform called Eagle Eye AIR that helps brands collect customer data, manage campaigns, and run promotions and loyalty programs for sectors like retail and food services. AIR unifies data, campaigns, and promotions in one system, enabling users to configure campaigns, segment audiences, deploy across digital and mobile channels, and analyze outcomes. It differentiates itself with strong cross-channel integration and a focus on retail and food services, combining analytics, campaign management, loyalty, and promotions in a single platform. The goal is to connect brands with consumers across channels to attract customers, boost engagement, and build lasting loyalty through data-driven marketing.

Company Size

501-1,000

Company Stage

IPO

Headquarters

London, United Kingdom

Founded

2003

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Simplify's Take

What believers are saying

FY26 ARR rose 31% to £44.5m; FY27 targets double-digit growth.
Wakefern chose AIR in January 2026, and go-live starts mid-2026.
Central Retail Vietnam reached 5.8 million members by July 2026, validating Eagle Eye’s platform.

What critics are saying

Neptune Retail Solutions vanished in June 2025, proving one customer can crater revenue.
Wakefern and Central Retail Vietnam concentrate execution risk; implementation failures damage FY27 growth momentum.
Tighter platforms from Adobe, Salesforce, and Inmar can commoditize Eagle Eye’s margins by 2027.

What makes Eagle Eye unique

AIR and EagleAI unify loyalty, promotions, and personalization at enterprise retail scale.
Sub-second offers and 700 million wallets create hard switching costs for retailers.
OEM partnerships extend distribution beyond direct sales, adding leverage without proportional headcount.

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Benefits

Paid Vacation
Paid Sick Leave
Parental Leave
Flexible Work Hours
Hybrid Work Options
Remote Work Options
401(k) Retirement Plan
Performance Bonus
Commuter Benefits
Professional Development Budget
Mental Health Support
Company Social Events

Growth & Insights and Company News

Headcount

6 month growth

1 year growth

18%

2 year growth

-10%

Australian Loyalty Association

Oct 7th, 2026

Eagle Eye powers new loyalty program in Vietnam.

Eagle Eye powers new loyalty program in Vietnam. Central Retail, part of Central Group - one of Asia's largest retail conglomerates and owner of UK's Selfridges - has partnered with Eagle Eye to launch 'The 1 Vietnam' loyalty program. The initiative quickly gained traction, securing over 5.8 million members in just a few months by seamlessly blending member pricing, points and rewards across Central Retail's extensive ecosystem of food and non-food brands. This successful deployment highlights how Eagle Eye's loyalty platform empowers retailers to unify multi-brand loyalty programs, manage gamified campaigns from one platform, and build a scaleable foundation for AI-driven customer personalisation. You can read more about the Central Retail Vietnam partnership here.

Marketing In Asia

Jul 31st, 2026

Eagle Eye launches new ai-powered loyalty program for Central Retail Vietnam.

Eagle Eye launches new ai-powered loyalty program for Central Retail Vietnam. Last updated: 2026/07/31 at 9:10 AM Eagle Eye, a leading SaaS and AI technology company that delivers loyalty, personalized promotions and omnichannel marketing solutions for retail, travel and hospitality brands, today announced a loyalty program partnership with Central Retail Vietnam, powering the launch of the retailer's new loyalty program, The 1 Vietnam. Central Retail Vietnam is part of Central Retail Corporation, a leading retail and wholesale platform in Thailand and Vietnam. The 1 Vietnam is the company's first full-scale loyalty program in the Vietnamese market, following earlier trials in a small number of locations. Building on a strategic partnership initiated in 2023 for both the Thailand and Vietnam markets, the two companies collaborated closely to roll out The 1 Vietnam across Central Retail's food business in November 2025 before expanding to the non-food business in July 2026. Since launch, The 1 Vietnam has welcomed more than 5.8 million members, reflecting strong demand among Vietnamese consumers for loyalty programs that deliver both immediate value and long-term rewards. Through a single membership account, customers can access member-exclusive pricing, earn points on everyday grocery shopping, and enjoy rewards across participating lifestyle, sports, and specialty retail brands. Members also receive exclusive promotions, birthday rewards and, as the program evolves, increasingly personalized offers designed to create greater value with every shopping experience. Today, The 1 Vietnam spans a growing retail ecosystem including GO! Hypermarket, go!, Tops Market, Supersports, Dyson, Crocs, HOKA, Speedo, Under Armour and KUBO. As the program continues to expand, members are already enjoying a growing range of launch activities and exclusive experiences across participating brands. Recent highlights include bonus reward points for first purchases at lifestyle and sports brands, family-focused rewards and experiences at KUBO, as well as member-exclusive pricing and category reward missions at GO! and Tops Market. The 1 Vietnam uses a hybrid loyalty model that combines member pricing with points-based rewards, giving members both instant savings at checkout and points to redeem over time. The approach represents a shift beyond traditional discount-led retail promotions towards building longer-term customer loyalty. Currently, member pricing offers lower prices on selected products for all members, with increasingly personalized pricing and offers planned as the program matures. Eagle Eye provides the technology platform underpinning The 1 Vietnam, supporting the program's loyalty mechanics including points, promotions, continuity offers and gamified campaigns. As the program continues to evolve, Central Retail Vietnam and Eagle Eye are exploring additional AI-powered personalization capabilities once the program has accumulated a full year of transaction data, enabling richer insights into customers' shopping behaviors across seasonal purchasing cycles. Ton Chirathivat, General Director at Central Retail Vietnam, said: "Our vision for The 1 Vietnam has always been to place the customer at the absolute center of our retail ecosystem. The incredible early adoption we've seen is a strong testament to the trust Vietnamese shoppers place in our brands. With Eagle Eye's technology powering this foundation, we are well-positioned to shift from generalized promotions to deeply personalized experiences, ensuring the rewards we offer are genuinely relevant to how our customers actually shop." Aaron Crowe, Head of Revenue, APAC at Eagle Eye, said he was thrilled to see the program go live across the Central Retail Vietnam business, and linked the program's early sign-up rate to its hybrid design and to building for both immediate and longer-term value. "Vietnam is a high value-conscious market, so we tested points, member pricing and a hybrid of the two before launch, and the hybrid performed best. The member numbers since the food stores went live reflect that," he said. "The program is now being extended across the non-food businesses, and we are working with Central Retail Vietnam on personalization as the data matures." Legal Disclaimer: The Editor provides this news content "as is," without any warranty of any kind. Marketing In Asia Sdn Bhd disclaim all responsibility and liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. For any complaints or copyright concerns regarding this article, please contact the author mentioned above. Get Latest Job Updates on Whatsapp and Telegram

MARKETECH APAC

Jul 28th, 2026

Eagle Eye launches new AI-powered loyalty program for Central Retail Vietnam.

Eagle Eye launches new AI-powered loyalty program for Central Retail Vietnam. by Teddy Cambosa July 28, 2026. Ho Chi Minh, Vietnam - Eagle Eye and Central Retail Vietnam have launched The 1 Vietnam, a loyalty program that has surpassed 5.8 million members since its rollout, as the retailer expands the initiative across its food and non-food businesses. Eagle Eye, a SaaS and AI technology company focused on loyalty, personalised promotions and omnichannel marketing, said the program was launched in partnership with Central Retail Vietnam, part of Thailand- and Vietnam-focused retail and wholesale platform Central Retail Corporation. The 1 Vietnam is Central Retail Vietnam's first full-scale loyalty program in the Vietnamese market. The companies began their strategic partnership in 2023, initially covering Thailand and Vietnam, and rolled out the program across Central Retail's food business in November 2025 before extending it to the non-food business in July 2026. The program allows customers to use a single membership account to access member-exclusive pricing, earn points from everyday grocery purchases and receive rewards across participating lifestyle, sports and specialty retail brands. Other benefits include exclusive promotions and birthday rewards, with more personalised offers planned as the program develops. The 1 Vietnam currently covers brands including GO! Hypermarket, go!, Tops Market, Supersports, Dyson, Crocs, HOKA, Speedo, Under Armour and KUBO. Recent activities under the program have included bonus points for first purchases at lifestyle and sports brands, family-focused rewards and experiences at KUBO, as well as member-exclusive pricing and category reward missions at GO! and Tops Market. The program uses a hybrid loyalty model combining member pricing with points-based rewards. This gives members immediate savings on selected products while allowing them to accumulate points for future redemption. Central Retail Vietnam said member pricing currently applies to selected products for all members, while more personalised pricing and offers are planned as the program matures. Eagle Eye provides the technology platform supporting The 1 Vietnam's loyalty mechanics, including points, promotions, continuity offers and gamified campaigns. The companies are also exploring additional AI-powered personalisation capabilities once the program has accumulated a full year of transaction data. Ton Chirathivat, General Director at Central Retail Vietnam, said: "Our vision for The 1 Vietnam has always been to place the customer at the absolute center of our retail ecosystem. The incredible early adoption we've seen is a strong testament to the trust Vietnamese shoppers place in our brands. With Eagle Eye's technology powering this foundation, we are well-positioned to shift from generalised promotions to deeply personalised experiences, ensuring the rewards we offer are genuinely relevant to how our customers actually shop." Aaron Crowe, Head of Revenue, APAC at Eagle Eye, said the early sign-up rate was linked to the program's hybrid approach, which combines immediate savings with longer-term rewards. "Vietnam is a high value-conscious market, so we tested points, member pricing and a hybrid of the two before launch, and the hybrid performed best. The member numbers since the food stores went live reflect that," he said. "The program is now being extended across the non-food businesses, and we are working with Central Retail Vietnam on personalisation as the data matures."

Sharecast

Jul 17th, 2026

Eagle Eye trading ahead of recently-upgraded expectations.

Eagle Eye trading ahead of recently-upgraded expectations. 505.00p. 13:33 17/07/26. Eagle Eye said on Friday that full-year trading was ahead of recently upgraded expectations after annual recurring revenue rose 31% to £44.5m, supported by major customer wins, expansion within existing clients and the first contracts secured through its global OEM partnership. 759.18. 1,770.31. 13:37 17/07/26. Revenue excluding the lost Neptune Retail Solutions contract increased 21% to £46.1m, while adjusted EBITDA reached £9.8m, materially ahead of the £7.0m market consensus, with a 21% margin. The AIM-traded group ended the year with net cash of £16.1m and entered FY27 targeting a return to double-digit revenue and EBITDA growth. New business included contracts with easyJet, Subway and a major UK health and beauty retailer, while the first two OEM customers are expected to contribute about £2m of annual recurring revenue from FY27. Eagle Eye also reiterated its medium-term ambitions of more than £100m in revenue and an EBITDA margin above 30%. At 0906 BST, shares in Eagle Eye Solutions Group were up 6.3% at 494.3p. Reporting by Josh White for Sharecast.com.

Eagle Eye

Jun 24th, 2026

Eagle Eye & Deloitte Digital partner to accelerate ai-powered loyalty.

Eagle Eye & Deloitte Digital partner to accelerate ai-powered loyalty. Key Takeaways - Eagle Eye and Deloitte Digital Central Europe have formed a strategic alliance to accelerate AI-powered loyalty and personalization for retailers. - This partnership combines Eagle Eye's market-leading technology with Deloitte's deep digital transformation expertise, enabling brands to move beyond mass marketing to highly personalized customer experiences. Partnership Overview A strategic alliance to deliver real-time, 1:1 customer engagement at enterprise scale. As demand for connected customer experiences grows, this collaboration helps retailers modernize their loyalty ecosystems end-to-end. By aligning strategy, technology, and delivery, retailers can move faster from vision to execution. Partnering with Deloitte Digital Central Europe opens up an exciting new chapter for Eagle Eye. Combining its cutting-edge loyalty and promotions technology with Deloitte's consulting expertise creates a powerhouse team ready to redefine customer engagement in Central Europe. Al Henderson, Chief Partnerships Officer at Eagle Eye The partnership focuses on delivering higher customer engagement, incremental revenue, and improved lifetime value through data- driven insights. This includes managing hundreds of millions of active loyalty wallets globally and delivering personalized offers with sub-second response times. Benefits for Retailers Deloitte Digital Central Europe brings decades of loyalty and customer transformation experience. Their teams specialize in customer strategy, omnichannel experience design and enterprise integration. Eagle Eye's platform already delivers over 1.7 billion personalized offers weekly, providing a robust technical foundation for Deloitte's strategic implementation and omnichannel design. This combination helps retailers reduce complexity while scaling modern loyalty initiatives. The partnership is particularly valuable for organizations looking to replace legacy loyalty platforms or fragmented promotions tools. With a joint approach, retailers can consolidate loyalty and promotions into Eagle Eye's single, agile architecture while leveraging Deloitte's proven implementation frameworks. This helps reduce time-to-value, control promotional spend, and create differentiated experiences in competitive markets such as grocery, pharmacy, fuel and general merchandise retail throughout the region Collaborate with Eagle Eye and Deloitte Find out more on how the Eagle Eye and Deloitte Central Europe alliance supports strategy, implementation and continuous optimization of AI-led loyalty programs. This includes rapid assessments of current loyalty ecosystems and roadmaps for moving to a unified, future-ready platform. Contact Eagle Eye Group to discover how Eagle Eye and Deloitte can help accelerate your journey toward scalable, AI-driven loyalty and personalization. Get the latest insights, research, and news delivered straight to your inbox. Plus, enter to win the 2nd edition of Omnichannel Retail by Tim Mason & Sarah Jarvis! No spam. Eagle Eye Group promise.

Eagle Eye

Junior Support Analyst

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