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Support Product Analyst

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Want to join the #1 marketing data pipeline company and one of Europe’s fastest-growing tech companies?

We’re now looking for a Support Product Analyst to join our Product Management team in Helsinki! This is an excellent opportunity for you who is determined to grow a career within product management. 

🧩 You will make an impact by…

  • Playing a key role in bridging the gap between our Product, Customer Support, and Customer Success teams.
  • Ensuring that customers receive the highest standards of service by working closely with relevant teams. 
  • Acting as the voice of the customer by surfacing customer issues and driving prioritization of customer’s requests. 
  • Ensuring that the support team is adhering to the product guidelines and spearheading any product development. 
  • Resolving Tier-1 questions/consults/tickets. Communicating with tier-one customers on the status of their issues and requests.

📝 Your day-to-day work and responsibilities will include:

  • Proactively keeping tier 1 customers informed about important product updates and bug fixes. 
  • Attending product meetings to understand product implementation details and provide relevant customer insights and concerns.
  • Communicating with the PMs on upcoming product changes and how they may impact customers, as well as prioritizing which are the most important cases and what kind of a timeline can we have for those. 
  • Reporting relevant issues and feedback from customer support and customer success departments to the product teams for their review.
  • Meeting with frontline team members to help them collect and share customer feedback more effectively. 
  • Gathering and analyzing data to build a more comprehensive understanding of customer behavior and product usage.
  • Building go-to-market support guidelines for the new features.
  • Actively communicating with Customer Success to identify the most important cases that are currently escalated, and also periodically communicate with those customers about the progress.
  • Develop processes for non-important escalations (e.g. automated messages). 

💪 This role is for you if you have:

  • A high motivation to develop product management processes from the ground up. 
  • Have a few years of working experience, preferably in customer support, customer service, and/or project management in the IT sector. 
  • Excellent communication skills and ability to prioritize in a high pace working environment.
  • Excellent written and verbal skills in English. 

What’s in it for you?

The reason people love to work at Supermetrics is that we all work towards the same goal using our own individual strengths. We’re determined to achieve our vision of being the best business data pipeline company in the world. 

At Supermetrics, we have unrivaled team spirit and a shared thirst for continuous learning and sharing our knowledge. We take our work seriously - not so much ourselves. We recognize our team as our greatest asset and take good care of our people.

Here’s more info about our culture and benefits!

And in case we haven’t met before, here’s Supermetrics in a nutshell:

It all started from a Google t-shirt… Supermetrics was founded in 2013 as a result of one data geek’s will to win a Google t-shirt, and we have been profitable and growing ever since!

We build products that are used by 500k people worldwide in small and big companies alike (BBC, Dyson, and WarnerBros, to name a few). Marketers, data analysts, and engineers use Supermetrics to move data from popular marketing platforms (such as Facebook, Google Ads, and HubSpot) to destinations like Google Sheets, Google Data Studio, Excel, various BI tools, and data warehouses.

We are a diverse community of curious minds excited to build the best business data solutions ever. Kindness, humility, openness, and dedication to our respective crafts are our most prevalent traits.

Does this sound like your next career adventure? We can't wait to hear from you, and will fill the role as soon as we find the right person for our team! 

Or, know someone who would be a perfect fit? Let them know!

Helsinki

Kaivokatu 10A
00100 Helsinki Directions View page

Have a peek at our new headquarters in Helsinki

Take a look around at our super cosy Helsinki HQ, that we've renovated with love to be the inspiring environment that we all get to enjoy on a daily basis - from fun meeting rooms and nature vibes to sauna with a view and terrace equipped for grill parties ✨

Already working at Supermetrics?

Let’s recruit together and find your next colleague.

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@supermetrics.com
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