Customer Experience Analyst, App Support Operations (EMEA)

The role supports customers across ticketing and social media, coordinates with product, engineering, and BPO partners, and improves support workflows, policies, and tools. It requires hybrid work, occasional weekend availability, and travel of up to 15%.

Responsibilities

• Investigate customer issues across multiple channels.
• Troubleshoot and resolve tickets and social media inquiries.
• Escalate complex issues and coordinate resolution with product and engineering.
• Collaborate with BPO partners to resolve incidents and ensure quality.
• Improve workflows, policies, and support tools.

Requirements

• 3+ years of support analyst experience in a technology company, startup, blockchain, crypto, or similar industry.
• Excellent written and verbal communication skills.
• Experience with Zendesk, Salesforce, or a similar CRM.
• Organizational skills and ability to track multiple projects.
• Basic Excel and Google Sheets skills.
• Ability to work in a fast-paced, changing environment and wear multiple hats.
• English proficiency required; Portuguese, Spanish, or German preferred.
• Ability to work in a hybrid environment.
• Occasional weekend availability, typically once per quarter.
• Willingness to travel up to 15% of the time.