The Role
As a Support Analyst, you'll provide exceptional customer support, troubleshoot complex product issues, assist with AI support supervision, and enhance user engagement with the platform.
Summary Generated by Built In
Why join us?
We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.
Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”
People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast
The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.
This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in
The Role
This role exists to deliver market-leading customer experience by helping users solve complex product issues and get maximum value from our platform. As the first line of human support for escalations and advanced queries, you’ll blend customer empathy with technical expertise - acting as a key bridge between SafetyCulture and our customers. As our use of AI evolves, this role is also becoming central to supervising, correcting, and improving AI-driven support.
Key Responsibilities
- Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels.
- Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations.
- Supervise and correct AI responses, escalating complex or sensitive issues as needed.
- Educate customers about SafetyCulture products and features, aiming to make them self-sufficient.
- Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions.
- Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
- Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
- Contribute ideas and insights to help shape better support processes and product design.
- Close out cases with confidence, ensuring customers are satisfied and unblocked.
Required skills & experience
- Experience in a customer-facing role, ideally in a tech or SaaS environment.
- Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
- Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
- Passion for helping people and a customer-first mindset.
- Comfort working with AI tools and willingness to adapt in a fast-changing environment.
- Proactive and collaborative—ready to “Be Bold, Bring Action” with ideas for improvements.
- Proficiency in English is required.
- Fresh graduates are encouraged to apply!
Work Schedules, Set-Up and Perks
- Quarterly shifting schedule (APAC 6:00 AM - 3:00 PM; EMEA 2:00 PM - 11:00 PM; AMER 9:00 PM - 6:00 AM)
- Hybrid work set-up: Report on-site only 3x/ week!
- Lunch and snacks are on us all day and every day!
- Got fitness goals? - we have a gym!
- Overall just a vibrant place to work in!
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK .
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at SafetyCulture via Youtube , Twitter , Instagram and LinkedIn.
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
Top Skills
Ai Tools
Internal Tools
SaaS
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The Company
What We Do
SafetyCulture is a global technology company that puts the power of continuous improvement into everyone's hands. Our operations platform unlocks the power of observation at scale, giving leaders visibility and workers a voice in driving quality, efficiency, and safety improvements.
More than 60,000 customers use our operations platform to perform checks, train staff, report issues, and automate tasks. In doing so, we drive processes that help businesses get better every day.
Recent analysis by Forrester found that our flagship products provide a 214% return on investment for customers, and USD $3.6M in cost savings from operational improvements.
From top Australian ASX-listed grocer and retailer Coles and American aviation giant JetBlue, to Europe’s largest hospitality multi-national Accor, our operations platform is helping teams in every industry.
