Customer Support Analyst – Day Shift

About the role

Centrl is seeking a Customer Support Analyst to join its hybrid team in Mountain View. You will act as a product support specialist for the enterprise B2B SaaS platform, helping financial‑sector clients resolve technical issues and optimize their use of the solution.

Key responsibilities

• Develop and refine customer support processes for a fast‑growing organization.
• Respond to product functionality and technical support requests from enterprise clients in a timely, professional manner.
• Provide application support, configuration guidance, and flow recommendations to meet business use cases.
• Troubleshoot issues, collaborate with internal engineering teams, and recommend remedies.
• Supply feedback and analysis to product development for enhancements.
• Help create and track support metrics, adoption analytics, and knowledge‑base documentation.

Required profile

• Bachelor's degree or equivalent practical experience.
• 1‑3 years of experience in SaaS application customer service.

Required skills

• Strong technical aptitude and ability to learn new software tools quickly.
• Excellent problem‑solving skills and customer‑focused mindset.
• Experience with Zendesk Support Suite or similar ticketing systems.
• Familiarity with SaaS product support and troubleshooting.