Business Applications Analyst, Customer Success and Support (Remote, Portugal)

A fast-growing spend management software company with a large European customer base is hiring a systems partner for its Customer Experience and Customer Success teams. You will look after the tools these teams rely on, turning requests and problems into working, well-documented solutions. The role is primarily no-code configuration, with engineering support available for custom code or integrations.

What you'll do

• Administer and support the CX and CS software stack, including support desk, CRM, customer success platform, live chat, telephony and onboarding tools.
• Gather requirements from CX and CS stakeholders and understand the business case behind each request.
• Configure and deliver small and medium enhancements such as ticket routing, SLAs, macros, health scores, playbooks and onboarding workflows, and resolve bugs and incidents.
• Write functional specifications, process flows and user stories, and run and document user acceptance testing before changes go live.
• Manage your request queue, track progress, handle day-to-day vendor tickets and escalate recurring issues; train colleagues on new tools and keep documentation current.

What you need

• 3-5 years in business applications, systems administration, or a CX or CS operations role with a strong systems focus.
• Hands-on admin experience with at least one support or customer success platform, such as Freshworks, Zendesk, HubSpot Service Hub, Gainsight or Vitally.
• Working knowledge of ticket lifecycles, SLAs, escalations, onboarding, health scoring and renewals.
• Comfortable working with data (properties, fields, reports and dashboards) and able to spot inconsistencies.
• Clear written and spoken English, as you will work daily with teams across Europe.
• Must be based in Portugal and able to work with European teams during the working day.

Applicants must be based in: Portugal.

How to apply

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