Customer Support at Polar is where empathy meets expertise. Our team ensures thousands of DTC entrepreneurs get the data insights they need to grow their brands, while building scalable support systems that evolve with our rapid growth. You'll be the voice of our customers internally and the face of Polar externally, working alongside a passionate team dedicated to making eCommerce data accessible and actionable.
You will manage customer requests across Intercom, Slack, and email with exceptional response times, triage and prioritise tickets in Jira, handle Level 1 support issues independently, and collaborate seamlessly with engineering teams on Level 2 escalations. You will also build scalable support infrastructure by creating self-serve documentation, FAQ content, diagnostic tools, and automated solutions. The role involves process optimisation and innovation, transforming customer feedback into actionable product improvements, and knowledge transfer and training.