Customer Support Analyst

Role: Customer Support AnalystPay: $55k to $65k Location: Remote (US)About HDataHData is the energy industry’s leading provider of regulatory data solutions. Our AI-powered software platform provides compliance, analytics, and intelligence capabilities that help utilities, regulators, advocates, and service providers modernize time-intensive and outdated methods of working with regulatory data. By using technology to reduce manual, burdensome tasks for regulatory professionals, HData supports the energy industry in moving toward greater efficiency, consistency, and transparency in regulatory data and decision-making.

We are a venture-backed Techstars company with investment from firms including Buoyant Ventures, Hyde Park Venture Partners, and Firebrand Ventures. Our customers include Exelon, NextEra Energy, PG&E, and Southern Company. About the RoleWe’re looking for a proactive and analytical Customer Support Analyst to join our Customer Success team. This role is perfect for someone early in their career who enjoys solving customer problems, working with tools and data, and helping customers get more value from the product. You'll support day-to-day customer needs and also contribute to improving how users interact with our platform.

What you’ll be doing:

 Customer Support and Administration (40%)Respond to customer questions and support tickets via email or chatTroubleshoot common issues and escalate technical issues to R&D, providing continuity and support to the end user in the resolution cycleMaintain document and create ‘how-to’ instructions for customersIdentify trends in support tickets to inform product or enablement improvementsManage access to the HData platform using internal admin toolsIn-App Experience & Enablement (30%)Build and maintain instructional onboarding flows, tooltips, and product tours using Chameleon (or similar tools)Collaborate with Customer Success Managers to segment, plan and build learning flows around new use cases and features to better enable customersData & Insights (30%)Compile metrics on customer behavior and product usage to surface key insightsMaintain dashboards to track engagement, support volume, and self-serve successShare learnings with the Customer Success and Product teams to drive continuous improvementQualifications:

1–3 years of experience in customer support, customer success, or customer operations in a SaaS environmentExcellent written communication and a customer-first mindsetComfortable in using spreadsheets and data tools with an eager ability to learn (e. g. , PowerBI, Mixpanel, Datadog) and support platforms (e. g. , Intercom or HubSpot)Interest in learning or experience with tools like Chameleon or other onboarding platformsHighly organized and curious, with a bias toward problem-solvingComfortable working in a fast-paced startup environment with changing prioritiesWillingness to travel up to 10% as needed for in-person company meetingsPreference to those who: Share our values:

be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy othersHave experience in the energy sector or interest in learning about regulatory and utility environmentsBENEFITSMedical BenefitsDental BenefitsVision BenefitsPerformance Bonus401k Retirement Plan401k MatchingEquity Benefit PackageRemote FriendlyFlexible PTOLife InsuranceAssortments of Discounts, Perks, and DealsHData is committed to promoting equality, inclusion, and diversity. We’re an equal-opportunity employer of the brightest minds we can find — regardless of race, gender, age, religion, sexual orientation, or identity.