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28 Sep 2020

Full-Time Senior Community Support Analyst

DefinedCrowd – Posted by definedcrowd Porto, Porto District, Portugal

Job Description

Who we are

Well, from a technical point of view, we leverage the power of a global crowd to provide some of the world’s biggest companies with the high-quality data they need to power their artificial intelligence. We’re instrumental to the progression and development of artificial intelligence and we couldn’t be prouder or more inspired to be involved in an industry that is changing the world.

From a personal point of view, we’re a group of big thinkers, high achievers, and creative problem solvers. We bond over our shared love of software engineering, data science, and strong coffee. We like online gaming, running marathons, and team drinks. We celebrate authenticity and diversity and we’re invested in what we do. Our mission? World domination, obviously!


What will you do?

  • Providing comprehensive support to our diverse online community via live chat
  • Analyzing, sharing ideas and feedback to improve processes and procedures within but not limited to customer service department
  • Searching and interpreting database records in order to help resolve crowd member queries
  • Updating existing and creating new internal documentation
  • Identifying and escalating incidents and problems
  • Coordinate with internal teams to improve community experience
  • FAQs, answer templates, how-to guides, etc.

Who are we looking for?

Do you have the drive to work in an innovative and ambitious environment?

We are looking for an individual that thrives on communication and supporting our global community of members to join our Porto office and Customer Support team.

This position will be a key to optimize the internal processes within the department, automating workflows and identifying needs of new processes.


Our Senior Community Support Analyst would have:

  • A minimum of 3 years’ experience in technical support function within a fast-paced tech environment (preferably start up)
  • Detail orientated and multitasking with ability to remain calm under pressure
  • Previous experience automating workflows, or helpdesks
  • Familiarity with help desk software used in customer support such as Zendesk, Intercom, Salesforce, Atlassian or Asana
  • Excellent written and spoken communication skills in English (other languages are a plus)
  • Analytical & problem-solving mindset with willingness to learn how to use and explore new tools
  • Previous experience with setting up processes and continuous improvement
  • Sense of urgency and adaptability
  • Ability to prioritize and re-evaluate tasks daily
  • Flexibility in working various shifts
  • Familiar with MS Office Suite (Excel, Outlook, Word, etc)
  • SQL experience is desirable


You spend a lot of your time at work, so it should be challenging, fun and interesting. At DefinedCrowd, it will be all of those things and more. Here’s what we offer:

  • A unique culture, healthy working environment, and a flexible working schedule
  • Excellent career development opportunities in a high growth company
  • Access to an excellent compensation and benefits package
  • An international and diverse team, representing +30 nationalities at our 4 locations
  • Global mobility and relocation support with the help of our specialized team
  • Continuous training opportunities leveraging hand-on workshops and formal development opportunities

How to Apply

If you are a great match and you are interested in knowing more, please apply here!

Job Types: Full-Time. Job Tags: Atlassian or Asana, help desk software, Intercom, salesforce, sql, Technical Support, and Zendesk.

Job expires in 23 days.

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