Customer Support Analyst

🚀 We’re Hiring: Customer Support AnalystAt Deal Engine, we use artificial intelligence to automate and revolutionize the travel industry ✈. Our mission? Make traveling easier, faster, and stress-free!Ever wondered what happens to your plane tickets when you miss a flight? 💸 Did you know you can recover some money? Or that you could change a flight without spending hours on the phone 🤳?We solve these challenges—and more! Working closely with airlines like LATAM and Gol, online travel agencies like Despegar, and operating in 18 countries across 3 continents 🌎, we are shaping the future of travel.We’re looking for a Customer Support Analyst to join our team and make a direct impact on our customers’ experience.What you’ll do:Stakeholder Collaboration: Partner with Product Owners and Engineers to relay customer feedback, align on priorities, and resolve issues.Issue Analysis & Escalation: Triage support tickets, diagnose root causes, document steps, and escalate complex issues.Communication & Follow-Up: Keep customers updated, ensure timely fixes, and close the loop effectively.Reporting & Insights: Generate reports on ticket status, SLA compliance, and customer feedback.Day-to-day highlights:Morning triage of tickets, flagging urgent items.Stand-up syncs to discuss blockers and escalations.Deep-dive troubleshooting with detailed documentation.Customer communication to confirm resolutions and gather feedback.Knowledge base updates for team-wide learning.End-of-day review of SLA metrics and planning for the next day.Who we’re looking for:Customer-first mindset: Advocate for customer needs internally.Strong communicator: Simplify complex technical issues.Self-starter: Manage your workflow remotely, meet deadlines, and juggle priorities.Problem-solver: Diagnose root causes and follow through to resolution.Requirements:Minimum 1 year in a customer-facing role (B2B SaaS or technical support preferred)Proven track record of meeting SLA targets in fast-paced environmentsExperience with ticketing systems (Zendesk, Jira, etc.)Exceptional organizational skills and attention to detailBonus points for:Background in the travel industryTechnical troubleshooting (networking, APIs, integrations)SQL experience for ad-hoc data analysisMultilingual support capabilitiesWhy join us? You’ll be part of a fast-growing, innovative team solving real problems for travelers worldwide. Your work will have direct impact, and you’ll grow alongside passionate, smart colleagues.Ready to make travel easier for everyone? Apply today!