Senior Support Analyst Sana Commerce

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Corporate Recruiter

At Sana Commerce, we re committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

What started in 2007 with a pizza and a plan has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity.

Our mission? To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Join us and take ownership of your career in a dynamic, fast-moving environment.

As a Support Analyst, you are in daily contact with our customers & partners to give them a great experience. You work with big names in the B2B industry. You are the face of Sana Commerce in the EMEA & APAC market, which gives you a lot of responsibility to maintain relationships. In this role, you will grow along as our company is growing!

What you'll get:

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• A global and customized onboarding program (9,1/10 rated by previous hires);
• A hybrid working model 3 days from the office, 2 day from home.

What you ll be doing:

• Acting as the first point of contact for our customers & partners;
• Proactively managing incoming tickets within SLA to ensure high customer satisfaction. You ll be prioritizing clear communication, expectation management, and timely follow-ups to ensure a smooth and supportive customer experience.
• Keeping customers informed at every step by proactively sharing updates and next steps, even when the issue is still being investigated.
• Taking full ownership of the ticket lifecycle. Even if you can t solve the issue yourself, you ll coordinate with other internal teams to ensure it gets resolved.
• Analysing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers needs as their champion.

What you ll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years of experience in a technical customer support role across IT industry/ complex product.
• A customer-first mindset. You re not just reactive you think ahead. You understand how to manage expectations, communicate clearly, and turn challenges into positive experiences. You always strive to reach the best possible solution for your customers.
• Strong coordination and follow-up skills. You re able to juggle multiple requests and ensure nothing falls through the cracks. You have excellent attention to detail and time management.
• Technical affinity. You are comfortable using Excel, learning new software, and can understand HTML or XML. Experience working with E-Commerce software and/or ERPs is a plus.
• Communication skills. You speak and write fluently in English. Dutch and/or German are a plus. You easily understand customer needs and know how to look for the question behind the question .