Customer Support Specialist

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 technology 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.

Base Salary: $80,000 - $90,000

What you will do:

• 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.
• Monitor global top trends in the gaming market.

Experience and skills you can bring:

• At least 4-5 years of experience in a data analysis customer facing role (customer service, care, or success preferred).Passionate about providing exceptional customer experience.
• Strong attention to detail and ability to manage multiple tickets or issues at once.
• 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 identifying trends and recurring issues in customer inquiries.

Nice to have:

• Familiarity with the mobile industry and commercial/digital ecosystem.
• Experience with customer ticketing systems and/or customer engagement systems.
• Experience supporting customers with API access, data exports/imports, or third-party integrations

Please note:

• The official title upon joining Sensor Tower will be, Customer Support Manager