Customer Support Analyst (Level 2)

🌟 Join the Revolution at Leonardo.Ai! 🌟

Leonardo.ai, an Australian tech startup, is on a transformative mission to democratise design and ignite the world's creativity through our groundbreaking AI-powered platform. With over 13 million users worldwide and counting, we're just starting!

🚀 Embark on an Exciting Journey 🚀

As a Level 2 Customer Support Analyst, you’ll guide our users and Level 1 support agents through an exciting range of complex problems and collaborate with internal teams to resolve reported issues. This role involves supporting the Level 1 team with complex queries and escalations, billing/subscription management, and working with our engineering team to investigate and resolve bug reports.

🎨 Fuel Your Passion for Innovation 🎨

As a Customer Support Analyst at Leonardo.Ai, you will:

• Technical Support: Provide technical assistance for customers using our web application, ensuring they can effectively navigate and utilise our Generative Image Platform.

• Customer Service: Resolve customer queries, recommend solutions, and guide product users through the features and functionalities of Leonardo.Ai, enhancing their overall experience.

• Troubleshooting: Work through complex user queries, user-reported bugs/issues, and billing and subscription issues, offering clear and effective solutions to maintain user satisfaction.

• Collaboration: Support the Level 1 team by answering questions and handling escalations, occasionally leading them through end-to-end bug handling from the initial report to resolution, ensuring seamless issue resolution.

• Expertise: Develop and maintain strong product knowledge, becoming a go-to expert on Leonardo.Ai’s capabilities and updates to provide accurate and insightful support.

• Prioritisation: Manage multiple customer cases simultaneously, providing timely and accurate feedback to ensure users feel supported and valued.

• Process Development: Collaborate with team leads and internal teams to improve performance, processes, and efficiency, contributing to a high-performing support environment.

• User Education: Create and deliver training sessions, tutorials, and other educational materials to help users maximise the benefits of our AI-powered design tools.

• Feedback Collection: Actively gather and document user feedback to help inform product improvements, ensuring our platform evolves based on real-world user experiences and needs.

• Performance Metrics: Track and analyse support request metrics to identify trends and areas for improvement, contributing to the overall enhancement of the support experience.

🔍 Skills We're Looking For 🔍

• Experience with Intercom, Stripe, and Paddle.

• Prior experience in tech or web-based application support.

• Experience with process improvement, documentation, and support flows.

• Leadership skills and experience.

• Excellent technical troubleshooting and problem-solving skills.

• Strong written and verbal communication skills to provide excellent customer service and collaborate with internal teams through strong relationships.

• Ability to pivot and keep abreast of changes within a fast-paced tech startup.

⚡ Our Culture ⚡

At Leonardo.Ai, we are committed to building a diverse organisation and fostering a fair and inclusive work culture. We value curiosity, collaboration, and the collective growth of our team members, both professionally and personally.

👣 Next Steps 👣

Ready to revolutionise operational processes with AI? Apply now and join us at Leonardo.Ai to make a significant impact!

We're rapidly expanding and seeking passionate people in various software engineering roles. Don't hesitate—even if you don't meet every requirement, consider applying and join our innovative journey.

Why Leonardo.Ai?

• Shape the Future of AI: Join us in revolutionising content creation and build a platform at the forefront of generative AI.

• Hybrid and Remote Options: Flexibility is key. Choose a work arrangement that suits your lifestyle and allows you to do your best work. Our hybrid team members meet in the Sydney office 1-2 times per week, with free lunch on Fridays.

• Sydney Headquarters: Our stunning office overlooking Neutral Bay is a collaborative space where teams gather to ideate, innovate, and build lasting relationships.

• Benefits: We offer a generous package including paid parental leave, home office and wellness budgets, remote working from overseas and a day off for your birthday.

• Diversity and Inclusion: We recognise the importance of having a diverse team. We intentionally seek people from a variety of backgrounds, experiences, and perspectives to join our team. We believe in creating an inclusive environment where every voice we hear contributes to our success.

Typical Interview Process

While we love technology, rest assured that our interview process is all human. A Talent team member will review your application, and we'll contact you either way to let you know the outcome.Here's what you can expect.

Round 1 - Meet Your Recruiter:

• Our Talent team will reach out and arrange a 30-minute video call where you'll cover your experience, skills, and career motivations. You'll also get essential context about the role, the team, and how you can contribute towards our goals.

Round 2 - Craft Interview:

• You'll meet some team members to discuss the technical task in more depth, work through some technical questions related to your expertise and cover past projects, experience and career aspirations.

Round 3 - Technical Task:

• If you're applying for a technical role, you may be given a short take-home task to assess your skills and approach to problem-solving. This could be a real-life business scenario to unpack, a presentation, a test or a collaboration exercise. (Please note, depending on the role, the order of rounds 2 & 3 are interchangeable)

Round 4 - Values interview:

• You'll be able to meet with the Department Head for a short, informal conversation to understand your potential impact, the growth area we can support, and how aligned you are with our values and culture.

Important Information

If there are any adjustments we can make that would make you more comfortable at any point in the interview process, please don't hesitate to let us know.