Customer Analyst

Sona Technologies Inc.

Job Overview

Location

Hybrid - London

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Analyst at Sona, you'll be the frontline of our customer experience - the person our customers turn to when something isn't working, and the person who makes sure they come out the other side with confidence in the product and the team behind it.
• You'll sit within our newly formed Customer Engineering team, a function that brings together technical support and customer-facing configuration work under one roof.
• Day to day, that means troubleshooting software issues across email and live chat, maintaining customer account configurations, and acting as the product expert our customers and internal teams rely on.
• It also means feeding what you learn from customers back into the business - the patterns you spot in tickets, the friction points you hear about repeatedly - so that the product actually improves as a result.
• We're at an exciting moment in how support works at Sona. AI tooling is actively changing what gets handled by humans versus automated systems, and you'll be part of a team that's leaning into that shift rather than working around it.
• If you're someone who finds that energising, and who wants to help shape what good looks like rather than just execute against what already exists, this is a strong environment to grow in.
• Responsibilities include troubleshooting and diagnosing technical issues for live customers via email and live chat, acting as a product subject matter expert, maintaining and updating customer account configurations accurately and efficiently, contributing to and improving self-serve resources, and sharing structured customer feedback with the Product team.
• You'll be working closely with the Product team to ensure that the product is meeting the needs of our customers and that we're delivering a great customer experience.
• You'll also be working with the Customer Engineering team to develop and implement new processes and tools to support our customers.
• This is a unique opportunity to join a fast-growing company and make a significant impact on the customer experience.
• You'll be working with a talented team of engineers, product managers, and designers who are passionate about delivering a great customer experience.
• We're looking for someone who is passionate about customer experience, has a strong analytical mindset, and is comfortable working in a fast-paced environment.
• You'll be working with a range of tools and technologies, including Zendesk, Metabase, Linear, and Jira, and you'll have the opportunity to work with a range of stakeholders, including customers, product managers, and engineers.
• You'll be responsible for identifying and resolving technical issues, providing product expertise to customers and internal teams, and contributing to the development of self-serve resources.
• You'll be working closely with the Product team to ensure that the product is meeting the needs of our customers and that we're delivering a great customer experience.
• You'll also be working with the Customer Engineering team to develop and implement new processes and tools to support our customers.

🎯 Requirements

• You have experience in a customer-facing support role, ideally supporting a technical product in a B2B environment
• You're comfortable working in a startup or fast-growing company - you don't need a complete playbook to get started and you ask good questions when the path isn't clear
• You communicate well: you can break down technical issues for non-technical customers and collaborate efficiently with people across the business
• You're analytical and tech-savvy - you pick up new tools quickly, prioritise well under pressure, and your instinct is to fix the root cause, not just close the ticket
• You're curious about AI and already thinking about how to use it practically in your day-to-day work

🏖️ Benefits

• Salary: £35,000 - £37,000
• Hybrid working - 2 days per week in the London office
• Share options
• 35 days annual leave (25 days standard plus 10 flexible public holiday days)
• Extra day of leave for every year of service
• Pension contributions matched up to 5%
• Comprehensive health insurance
• Enhanced parental leave & pay
• Salary sacrifice childcare scheme (Workplace Nursery)
• Annual all expenses paid team retreats
• The latest Macbook and equipment budget for your home office
• Professional development budget
• Unlimited free books

Skills & Technologies

Hybrid

£35k-37k

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Sona Technologies Inc.

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About Sona Technologies Inc.

Sona Technologies provides a cloud-based workforce management platform designed for frontline employees. The software handles scheduling, time and attendance, absence management, and real-time staffing analytics through mobile and web interfaces. It integrates with existing HR and payroll systems, supports compliance with labor regulations, and offers demand forecasting tools. Founded in London in 2020, the company serves retail, hospitality, healthcare, and logistics sectors across the United Kingdom and Europe.

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