Customer Support Specialist

Sensor Tower’s digital intelligence platform provides unparalleled insight into market trends, advertising, competitor’s strategies, and consumer/user audience across mobile, web, and gaming. Sensor Tower’s insights are trusted by more than 2,500 enterprises worldwide across tech, retail/commerce, entertainment/media, gaming, consumer packaged goods and finance.

Role Summary:

As a Customer Support Specialist, you’ll be on the front lines of customer interaction, playing a vital role in delivering exceptional service and resolving inquiries efficiently and empathetically. In this role, you will gain hands-on experience within the fast paced, ever evolving mobile app ecosystem and have the opportunity to engage directly with executives and team members from high growth companies. You’ll also collaborate across departments, working closely with product, engineering, and operations teams to ensure a seamless customer experience and to provide feedback that helps shape the future of our platform. Fluency in French (written and spoken) to effectively support French-speaking clients and partners.

Full time / London - Hybrid (2-3 days in office) - French Speaking

Responsibilities:

• Provide expert support to customers and the internal sales team by responding to queries in a timely and accurate manner.

• Troubleshoot and resolve issues by gathering technical details, replicating problems, and using internal tools to identify root causes.

• Collaborate with cross functional teams to escalate complex issues, log bugs, and clearly communicate technical solutions to users of varying technical backgrounds.

• Provide high priority support and platform overviews on an ad hoc basis to a designated group of strategic accounts.

• Act as a bridge between internal teams, sharing relevant customer feedback to improve the platform.

• ​​Identify gaps in resources based on common customer pain points.

• Educate users on new updates, tools, and best practices to tailor to their use cases

• Report on key customer service metrics and identify noteworthy trends to the Team Director.

Qualifications:

• At least 4-5 years of experience in a data analysis customer facing role (customer service, care, or success).

• Fluency in French/English

• Background in mobile analytics, consumer behavior, or digital advertising strongly preferred.

• Passionate about providing exceptional customer experience.

• Strong attention to detail and ability to manage multiple tickets or issues at once.

• Comfortable working with and supporting global brands across diverse markets.

• Genuine interest in building and growing a career within customer support.

• Technical experience in initial troubleshooting of front end bug/network issues.

• Ability to read and interpret data visualizations or logs to guide troubleshooting.

• Experience working cross functionally with Product, Engineering, or Data teams.

• Proactive in spotting recurring issues and patterns in customer inquiries.

Nice to have:

• Hands-on experience with platforms such as Zendesk, Mailgun, Kibana, and Salesforce.

• Knowledge in assisting global users with API questions, data import/export execution, and platform integrations.

Fraud warning:

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.