Customer Support Specialist - London (Hybrid, French Speaking)

About the role

Sensor Tower's digital intelligence platform gives insight into market trends, advertising, competitor strategies and consumer audiences across mobile, web and gaming, and is trusted by more than 2,500 enterprises worldwide. As a Customer Support Specialist in London, you will handle customer and internal sales enquiries, work with product, engineering and operations teams, and speak fluently in French to support French-speaking clients and partners. The role is full time, hybrid (2-3 days in the office).

Key responsibilities

• Respond to customer and internal sales queries quickly and accurately.
• Troubleshoot and resolve issues by gathering technical details, replicating problems and using internal tools to find root causes.
• Escalate complex issues, log bugs and explain technical solutions to users of different technical levels.
• Give high-priority support and platform overviews to a group of strategic accounts on an ad hoc basis.
• Share customer feedback with internal teams and identify resource gaps from common customer pain points.
• Educate users on new updates, tools and best practices.
• Report on customer service metrics and trends to the Team Director.

Required profile

• At least 4-5 years of experience in a data-driven, customer-facing role (customer service, care or success).
• Fluency in French and English.
• Background in mobile analytics, consumer behaviour or digital advertising strongly preferred.
• Experience working with global brands and cross-functional Product, Engineering or Data teams.
• Nice to have: hands-on experience with Zendesk, Mailgun, Kibana and Salesforce; knowledge of API questions, data import/export and platform integrations.

Required skills

• Initial troubleshooting of front-end bug and network issues.
• Reading and interpreting data visualisations or logs to guide troubleshooting.
• Attention to detail and ability to manage several tickets at once.