Support Analyst
SafetyCulture
IT, Customer Service
Kansas City, MO, USA
Posted on May 23, 2025
SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.
SafetyCulture is among the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!
The Role
Our Customer Support team delivers an exceptional customer experience and is continuously striving to set the bar higher and higher every day. Our Support Analysts live and breath our “Think Customer” value every day. They combine their incredible people skills with technology expertise and the result is a market leading customer experience.
So what does this mean for you? You have the opportunity to work with seriously talented people who will continue to encourage and help you to achieve the very best. You will have the opportunity to “Be Bold, Bring Action” by delivering new insights and ideas designed to fill those gaps we have. Our Support Analysts are the bridge between our teams and SafetyCulture customers.
How Will You Spend Your Time
- Responding to our customers’ concerns across chat, email, and calls based on the SLA set or even faster
- Always striving to educate our customers about the company, our product and our platform features
- Using data analysis to evaluate the customer problem, helping you to find an accurate and long-term solution
- Walking your customers through tricky issues and troubleshooting problems
- Looking for alternative solutions or workarounds to unblock customer pain points
- Bring ideas on how to help your customers achieve the same outcome just without you
- Create and send technical documentation to customers and within the technology platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework
- Knowing the escalation cases (based on guidelines for escalation) that should be reassigned to Senior Support Analysts
- Researching required information using SafetyCulture prescribed and approved resources
- Confidence in your decision to close customer cases, knowing that you came to a solution both yourself and the customer is excited about
About You
- We encourage anyone with experience in customer facing roles to apply!
- Proficiency in one of the following languages is required: Spanish, Portuguese, German or French
- Customer centric approach and dedicated to solving customer problems
- Love for technology and solving technical issues
- Ability to collaborate with internal teams to help solve customer queries
More than a Job
- Equity with high growth potential and a competitive salary
- Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
- 401k
- Generous Medical Insurance plans
- In-house Chef serving up daily breakfast, lunch and snacks
- Wellbeing initiatives such as subsidised fitness programs, EAP services
- Paid Parental Leave
- The work we do has real purpose, we are working to improve how millions of front line workers and leaders do their jobs every day and getting them home safely
- Access to professional and personal training and development opportunities
- Hackathons, Workshops, Lunch & Learns
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
- Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages
- Quarterly celebrations and team events
- Pickle Ball Court, modern workspace and pet-friendly office