Support Analyst

We are Jacquard. A purpose-built tooling for on-brand messaging that resonates wherever people are. Calibrated by language experts and producing trusted content at speed and scale, Jacquard helps leading global brands drive sustained brand affinity by harnessing the benefits of generative AI.

At Jacquard you get to work with a super smart and caring team. Our growth plans are agile and global, and we want YOU to be a part of our story.

Overview:

Great opportunity to join the Support team based in the UK / EMEA / US . This is an opportunity to work closely with our Solutions team to help shape processes and the future of the organisation.

Key Responsibilities:

• Responsible for managing first-line support for the platform, helping customers solve issues and optimise their usage.
• Contribute to triaging customer support requests, either resolving them directly or directing them to the correct internal team
• You will be a collaborative partner with the product team to ensure customers have an exceptional experience with the product.
• Create and deliver support processes, procedures and workflows that ensure customers queries are resolved in a timely and efficient manner. Reporting to internal stakeholders on support requests to identify trends and or issues affecting customers.

Who you are (Required Qualifications):

• Highly organised with an attention to detail.
• You have strong written communication skills.
• You are naturally of a positive mindset and don’t take no for an answer.
• You are proactive and have confidence to work independently.

Preferred Qualification:

• Previous experience with Itercom / support ticket systems
• Knowledge of Email service providers and digital marketing systems a bonus.