Customer Analyst

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people.

Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams.

In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google).

It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here.

About the Role

As a Customer Analyst at Sona, you'll be the frontline of our customer experience - the person our customers turn to when something isn't working, and the person who makes sure they come out the other side with confidence in the product and the team behind it.

You'll sit within our newly formed Customer Engineering team, a function that brings together technical support and customer-facing configuration work under one roof. Day to day, that means troubleshooting software issues across email and live chat, maintaining customer account configurations, and acting as the product expert our customers and internal teams rely on. It also means feeding what you learn from customers back into the business - the patterns you spot in tickets, the friction points you hear about repeatedly - so that the product actually improves as a result.

We're at an exciting moment in how support works at Sona. AI tooling is actively changing what gets handled by humans versus automated systems, and you'll be part of a team that's leaning into that shift rather than working around it. If you're someone who finds that energising, and who wants to help shape what good looks like rather than just execute against what already exists, this is a strong environment to grow in.

Responsibilities 

• Troubleshoot and diagnose technical issues for live customers via email and live chat, escalating where needed and keeping customers informed throughout

• Act as a product subject matter expert - supporting customers and internal teams with clear, practical guidance on how Sona works

• Maintain and update customer account configurations accurately and efficiently

• Contribute to and improve self-serve resources including FAQs and the knowledge base, keeping them current as the product evolves

• Share structured customer feedback with the Product team - acting as a consistent voice for the customer experience across the business

Requirements

• You have experience in a customer-facing support role, ideally supporting a technical product in a B2B environment

• You're comfortable working in a startup or fast-growing company - you don't need a complete playbook to get started and you ask good questions when the path isn't clear

• You communicate well: you can break down technical issues for non-technical customers and collaborate efficiently with people across the business

• You're analytical and tech-savvy - you pick up new tools quickly, prioritise well under pressure, and your instinct is to fix the root cause, not just close the ticket

• You're curious about AI and already thinking about how to use it practically in your day-to-day work

Bonus: experience with Zendesk, Metabase, Linear, or Jira; familiarity with Care, Hospitality, or Workforce Management; and a working knowledge of graphics interchange format files.

Benefits

• Salary: £35,000 - £37,000

• Hybrid working - 2 days per week in the London office

• Share options

• 35 days annual leave (25 days standard plus 10 flexible public holiday days) 

• Extra day of leave for every year of service

• Pension contributions matched up to 5%

• Comprehensive health insurance

• Enhanced parental leave & pay

• Salary sacrifice childcare scheme (Workplace Nursery)

• Annual all expenses paid team retreats

• The latest Macbook and equipment budget for your home office

• Professional development budget

• Unlimited free books

Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.