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Customer Support Analyst
Full-time
SafetyCulture is building tools that make work better for the 3 billion people who keep the world moving. This role exists to deliver market-leading customer experience by helping users solve complex product issues and get maximum value from our platform. As our use of AI evolves, this role is also becoming central to supervising, correcting, and improving AI-driven support.
How You Will Spend Your Time
Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels
Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations
Supervise and correct AI responses, escalating complex or sensitive issues as needed
Educate customers about SafetyCulture products and features, aiming to make them self-sufficient
Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions
Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework
Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience
Contribute ideas and insights to help shape better support processes and product design
About You
Experience in a customer-facing role, ideally in a tech or SaaS environment
Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools
Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly
Passion for helping people and a customer-first mindset
Comfort working with AI tools and willingness to adapt in a fast-changing environment
Proactive and collaborative — ready to bring action with ideas for improvements
