Position: Customer Care Analyst

Location : Remote

Excellent Communication Skills

Experience: 3 - 10 years

Must have Skills

Saas Based

AI Tool experience

LMS

At Sana Labs, we are the global leaders in applying AI to revolutionize corporate learning. Our innovative platform, Sana, transforms learning experiences from ad-hoc and unengaging to continuous, delightful, and personalized. We proudly serve leading Fortune 500 and 2000 companies, making a tangible impact on their learning and development initiatives.

Why We Need You

We are looking for a customer support rep who will play a key role in helping our customers get a great experience using Sana. This includes answering email and online chat tickets from customers who wonder how to do certain things in the platform, helping guide them, and solving issues they may have or reporting bugs. It will be your job to ensure customers who contact customer support get a world-class experience: proactive, professional, responsive, and effective.

You will work closely with Sana experts who will help train you on mastering the Sana platform. You are expected to become a self-dependent customer support star.

Positions Available

5x Customer Support - shift work to cover 24/7

Key Responsibilities

1st line support for all users of the Sana platform, both normal users and administrators

Monitoring the support queue for new tickets

Independently answering a wide variety of product-related questions in a friendly, approachable manner

Maintaining high customer satisfaction scores and proactively seeking feedback to improve support quality

Internal stakeholder communication: escalating bugs and more complex problems to the Sana in-house team, while maintaining customer confidence

About You

Clear, concise, empathetic communication and expectation management





Written English at a very high level (native‑level clarity and tone)

Navigating a contemporary SaaS environment and quickly learning new product functionality

Comfort with digital products and SaaS environments, basic API concepts (RESTful APIs, webhooks, JSON), Slack, and ticketing systems, and familiarity with troubleshooting tools (browser dev tools, logs, debugging approaches)

Must-Haves

2+ years experience in customer/technical support (SaaS or AI products preferred)

Native‑level English, especially in written communication

Queue/ticket management experience

Experience troubleshooting product workflows, configurations, and behaviors (beyond password resets or basic account issues); comfort investigating and documenting technical issues A customer-first, service mindset, maintaining a positive, patient demeanor even when handling frustrated customers

Strong critical and creative thinking skills A growth mindset and coaching attitude

Willingness to learn and work across a wide variety of subjects and use cases

Ability to meet deadlines and iterate quickly on feedback

Experience working with external customers or partners (not only internal users of an internal system)

Experience with a SaaS platform and remote work tools (e.g. Slack, Google Drive, Teams)

Hands‑on use of at least one project management tool (Jira, Asana, Trello, Monday.com, Notion, etc.) to track tasks and share updates

High autonomy: self‑directed, async‑first, and comfortable with fast‑changing priorities

Nice-to-Haves

Interest in Learning & Development, customer education, or enablement

Experience with AI tools (ChatGPT, Claude, other generative AI) or exposure to AI-powered platforms

Experience with LMS/LXP or other learning platforms

Experience working with international/multinational customers or in a global company with cross-timezon

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