Business Applications Analyst – Customer Success and Support

This is a fully remote position, open to applicants in Portugal, +6 more countries.

📋 Description

• Oversee and provide support for CX and CS tools, including Vitally, HubSpot, Freshdesk, Freshchat, Freshcaller, Circle, and Rocketlane.

• Collect requirements and comprehend business use cases from stakeholders in Customer Experience and Customer Success.

• Configure and implement improvements such as ticket routing, SLAs, macros, health scores, playbooks, and onboarding workflows.

• Quickly address and resolve bugs and incidents.

• Collaborate with engineers when custom coding or integration tasks are necessary.

• Draft functional specifications, process flows, and user stories.

• Conduct and document user acceptance testing while supporting peer reviews.

• Handle request queues and manage simple projects, tracking progress and updating stakeholders.

• Create and monitor vendor support tickets, ensuring follow-up on SLAs and escalating recurring issues.

• Provide training for CX and CS colleagues on tools and processes while maintaining documentation.

⛳️ Requirements

• 3–5 years of experience in business applications, systems administration, or a CX/CS operations role with a strong systems emphasis.

• Practical administration experience with at least one support or customer success platform, such as Freshworks, Zendesk, HubSpot Service Hub, Gainsight, or Vitally.

• Proficient understanding of support and customer success operations, including ticket lifecycles, SLAs, escalations, onboarding, health scoring, and renewals.

• Comfortable working with data, including properties, fields, reports, and dashboards.

• Excellent written and verbal communication skills in English.

• Preferred: experience with CRM integrations or data flows between support tools and a CRM.

• Preferred: familiarity with AI agents or support automation, such as chatbots and ticket deflection.

• Preferred: relevant certifications in HubSpot, Freshworks, or a customer success platform.

• Preferred: experience in a SaaS or fintech organization.

🏝️ Benefits

• Your own Pleo card.

• Catered lunches or a lunch allowance based on your local office.

• Comprehensive private healthcare, with coverage options including Vitality, Alan, or Médis depending on location.

• 25 days of annual leave plus public holidays.

• Hybrid and fully remote working options.

• Free mental health and well-being support through MyndUp.

• Paid parental leave.