Platform Support Analyst

We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. And we’re entering the next phase of our growth journey!

So how do we do it? 

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market. 

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The Platform Support Team 

The Platform Support team is responsible for supporting customers and internal users who work in our platform and may experience issues or need assistance.  We are looking for someone who is passionate about providing excellent customer service, going the extra mile to resolve our customers' issues, and ensuring our S.L.A.s are met.

You will triage tickets to understand the issue raised, escalate to the relevant team when necessary, and act as guardian of that issue through to completion.  The role includes keeping stakeholders informed of progress at all stages, in line with internal and external S.L.A.s.  Strong problem-solving and technical skills will be required, as will collaboration with other departments as necessary to achieve a quick resolution.

To ensure we can deliver the best customer services, it is important that you are able to build strong working relationships with our customers and internal stakeholders.  You are a strong team player with a collaborative approach, ensuring the customer is always at the heart of everything you do.

At Zappi, we support customers worldwide.  Platform Support colleagues are based in different time zones to provide a seamless service.  You’ll need to be flexible with working patterns to ensure we can build strong relationships with our customers and colleagues.

Who we’re hiring

• You’ll have relevant experience working in a fast-paced technical support role and be comfortable working independently on multiple tickets simultaneously.
• You are experienced in working directly with customers via email and managing their expectations empathetically.
• You’ll have a good understanding of ticket management processes.  You will ensure that all tickets are updated with relevant information and stakeholders are regularly updated.
• You’ll be able to achieve SLA’s/KPIs whilst maintaining excellent attention to detail.
• You have great communication skills and are comfortable expressing yourself clearly in written and spoken English.
• You’ll have experience writing technical documentation as you will help maintain our team processes and help guides.
• You have experience with ticket systems, including platforms like Jira and Salesforce Service Cloud.
• You’ll be the type of person who frequently identifies areas and provides solutions to improve the way we work.
• You are highly responsive while maintaining attention to detail
• You are a real complete finisher who is analytical and proactive and who really takes ownership and accountability for their work.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

What the first 3,6,12 months look like

Within 3 months, you will:

• Become a champion for our customers
• Meet and work with cross-functional teams
• Learn our products, tools, and team processes

Within 6 months, you will:

• Master our products and processes 
• Meet KPIs for responsiveness and quality of work
• Choose a product speciality and align with a Product owner

Within 12 months, you will:

• Set career goals and begin to take on projects to support your career growth
• Contribute as a subject matter expert and share your knowledge with the rest of the organisation.
• Write and update FAQs and product articles

Benefits

• Salary range $65k - $80k per annum. Salaries are benchmarked annually
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counsellors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us? 

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet. 

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. 

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. 

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! 

Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards 

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. 

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.