Customer Support Analyst
HData is the energy industry’s leading provider of regulatory data solutions. Our AI-powered software platform provides compliance, analytics, and intelligence capabilities that help utilities, regulators, advocates, and service providers modernize time-intensive and outdated methods of working with regulatory data.
By using technology to reduce manual, burdensome tasks for regulatory professionals, HData supports the energy industry in moving toward greater efficiency, consistency, and transparency in regulatory data and decision-making. We are a venture-backed Techstars company with investment from firms including Buoyant Ventures, Hyde Park Venture Partners, and Firebrand Ventures. Our customers include Exelon, NextEra Energy, PG&E, and Southern Company.
About the Role
We’re looking for a proactive and analytical Customer Support Analyst to join our Customer Success team. This role is perfect for someone early in their career who enjoys solving customer problems, working with tools and data, and helping customers get more value from the product. You'll support day-to-day customer needs and also contribute to improving how users interact with our platform.
What You'll Do
- Customer Support and Administration (40%)
- Respond to customer questions and support tickets via email or chat
- Troubleshoot common issues and escalate technical issues to R&D, providing continuity and support to the end user in the resolution cycle
- Maintain document and create ‘how-to’ instructions for customers
- Identify trends in support tickets to inform product or enablement improvements
- Manage access to the HData platform using internal admin tools
- In-App Experience & Enablement (30%)
- Build and maintain instructional onboarding flows, tooltips, and product tours using Chameleon (or similar tools)
- Collaborate with Customer Success Managers to segment, plan and build learning flows around new use cases and features to better enable customers
- Data & Insights (30%)
- Compile metrics on customer behavior and product usage to surface key insights
- Maintain dashboards to track engagement, support volume, and self-serve success
- Share learnings with the Customer Success and Product teams to drive continuous improvement
Qualifications
- 1–3 years of experience in customer support, customer success, or customer operations in a SaaS environment
- Excellent written communication and a customer-first mindset
- Comfortable in using spreadsheets and data tools with an eager ability to learn (e.g., PowerBI, Mixpanel, Datadog) and support platforms (e.g., Intercom or HubSpot)
- Interest in learning or experience with tools like Chameleon or other onboarding platforms
- Highly organized and curious, with a bias toward problem-solving
- Comfortable working in a fast-paced startup environment with changing priorities
- Willingness to travel up to 10% as needed for in-person company meetings
- Share our values: be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy others
- Have experience in the energy sector or interest in learning about regulatory and utility environments
Benefits
- Medical Benefits
- Dental Benefits
- Vision Benefits
- Performance Bonus
- 401k Retirement Plan
- 401k Matching
- Equity Benefit Package
- Remote Friendly
- Flexible PTO
- Life Insurance
- Assortments of Discounts, Perks, and Deals
The salary range for this role is $55,000 to $65,000 annually. The position is remote and open to candidates based in the U.S.
HData is committed to promoting equality, inclusion, and diversity. We’re an equal-opportunity employer of the brightest minds we can find — regardless of race, gender, age, religion, sexual orientation, or identity.