Customer Support Analyst

About ZELP

ZELP is an agricultural technology company committed to creating a sustainable future for agriculture - one that meets the needs of present and future generations, promoting human and environmental health, animal welfare, and social and economic equity.

Our first focus is to develop and scale technology that measures and mitigates methane emissions in the livestock industry. Today, 1.3 billion people rely on the industry for their livelihoods and food security. However, it is the single biggest human-driven source of methane emissions globally, emitting more than both the oil & gas industry and the coal industry.

The deployment of our technologies on a global scale has the potential to drive half the global methane reduction needed by 2030, and to transform the beef and dairy industries.

ZELP was an inaugural winner of the Terra Carta Design Lab, and has received funding and support from the European Commission, Innovate UK, The Global Methane Hub and the Gates Foundation.

Role Summary

The Customer Support Analyst will serve as the primary point of contact for customers using ZELP's hardware and software products. The role combines technical troubleshooting, customer support, data analysis, and operational coordination to ensure successful deployment and ongoing use of ZELP technology.

You will work closely with customers, Sales, Engineering, Product, and Operations teams to investigate issues, resolve problems, identify trends, and continuously improve the customer experience.

Main Responsibilities

Customer Support

• Respond to customer enquiries via email, phone, and support ticketing systems.
• Support customers through onboarding, deployment, and routine operation of ZELP systems.
• Diagnose and resolve issues relating to devices, connectivity, data collection, and platform functionality.
• Escalate complex technical issues to Engineering and Product teams where appropriate.
• Ensure timely resolution of support requests in line with service level agreements.

Technical Troubleshooting

• Investigate device performance, telemetry, and data quality issues.
• Analyse system logs and operational data to identify root causes of customer-reported problems.
• Coordinate device replacements, repairs, and field support activities when required.

Data Analysis & Reporting

• Monitor support metrics and identify recurring issues or trends.
• Generate reports on customer activity, device performance, and support KPIs.
• Help identify opportunities for product, process, and documentation improvements.
• Contribute to knowledge base articles and troubleshooting guides.

Customer Experience

• Act as the voice of the customer within the organisation.
• Gather customer feedback and communicate insights to Product and Engineering teams.
• Support customer training activities and development of user documentation.
• Build strong relationships with customers and stakeholders across the agricultural sector.

Process Improvement

• Maintain accurate records within CRM and support systems.
• Contribute to the development of scalable support processes as the company grows.
• Assist with implementation of support tools, workflows, and automation initiatives.

Requirements

Required

• 2+ years of experience in customer support, technical support, operations, or customer success.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills, and the confidence and mindset to represent ZELP to ok customers
• Ability to explain technical concepts clearly to non-technical audiences.
• Strong organisational skills and attention to detail.
• Comfortable working with data, spreadsheets, and software platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Eligibility to work in the UK with strong English language proficiency.

Nice to have / advantages

• Experience in hardware, electronics, manufacturing, or IoT products.
• Knowledge of agriculture, livestock systems, or sustainability markets.
• Experience analysing operational or telemetry data.
• Experience working in a startup or high-growth environment.
• Experience contributing to the design or implementation of new processes