Customer Care Analyst

About the Role

As a Customer Care Analyst at SmartVault, you’ll be the first line of support, helping customers resolve their questions and issues with professionalism, empathy, and speed.

You’ll handle inbound inquiries via phone, email, chat, and ticket systems, guiding users through SmartVault features like document storage, secure sharing, eSignatures, and role-based access. Document resolutions, escalate complex cases, and contribute to self-service resources in a fast-paced, remote-friendly environment based near Houston, TX.

SmartVault’s support coverage runs Monday through Friday, 8:00 AM to 6:00 PM CT, and we provide remote Saturday coverage during tax season. Flexibility and a strong sense of ownership are key to success in this role. This is a hybrid position that works in-office 2-3 days per week.

What You'll Do

• Provide frontline support via phone, email, and chat, responding promptly and professionally.

• Troubleshoot and resolve product-related issues, escalating when necessary.

• Document and track customer interactions and resolutions using our support ticketing system.

• Collaborate with internal teams to ensure and provide effective resolution, feedback, and product improvements.

• Help maintain a high standard of service, contributing to a culture of continuous improvement.

• Maintain a deep understanding of the SmartVault platform to effectively address customer concerns.

• Identify patterns in customer inquiries to recommend process improvements and reduce recurring issues.

What You'll Bring

• 1+ years of experience in a customer-facing support role, preferably in a SaaS environment.

• Strong communication skills—both verbal and written—with a customer-first attitude.

• Comfort troubleshooting basic technical issues and explaining solutions to non-technical users.

• Familiarity with support tools and ticketing systems.

• Ability to stay calm and effective under pressure, especially during peak times.

• Flexibility to work Saturdays during tax season as part of a rotating schedule.

• Meet and exceed key performance metrics, including response times, resolution rates, and customer satisfaction

Nice to Have

• Experience with Windows OS (10 & 11).

• Familiarity help desk platforms

• (Zendesk).

• Passion for delivering excellent customer experiences.

About Us

SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values.

Benefits of Working at SmartVault

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working. Learn more about our benefits.

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle the diverse and exciting challenges we face.

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