Support Operations Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver second-line customer support for inquiries that necessitate human investigation.

• Diagnose issues, interact with customers, and pinpoint enhancements for AI, documentation, or overall product experience.

• Serve as a Support contact during incidents affecting customers.

• Assess and escalate urgent issues.

• Collaborate with Engineering while maintaining communication with stakeholders and customers.

• Offer suggestions to enhance incident management processes.

• Work alongside Product and Engineering to monitor minor bugs and recurring issues during sprint planning.

• Identify and troubleshoot technical problems while gathering evidence for in-depth investigations.

• Cultivate a deep understanding of products to assist users effectively.

• Partner with Product, Marketing, Training & Enablement, and Engineering on content for Help Centre and Intercom.

• Guarantee that customer documentation and Support are prepared for new features and product launches.

• Enhance Aveni’s AI customer support experience utilizing Intercom Fin or similar platforms.

• Create and evaluate AI content, adjust workflows, routing, and hand-off processes.

• Analyze customer interactions to find deflection and automation opportunities.

• Report on AI engagement, resolution, and deflection metrics, using data to prioritize experiments.

• Maintain and enhance Help Centre content, FAQs, and internal Support documentation.

• Recognize documentation deficiencies and collaborate across departments to address them.

⛳️ Requirements

• Strong enthusiasm for technology, SaaS, and AI.

• Excellent problem-solving capabilities with a proactive, solution-oriented mindset.

• Clear and self-assured communication skills, able to articulate technical concepts in simple terms.

• Experience in a customer-facing or technical support position, preferably within B2B SaaS.

• Confidence in managing customer issues from initial contact to resolution or escalation.

• Practical experience in optimizing AI customer support platforms such as Intercom Fin, Zendesk AI, or similar tools.

• Proven experience in creating and testing AI support content, adjusting workflows or routing, and reviewing conversations for deflection opportunities, while leveraging involvement, resolution, or deflection data to drive enhancements.

• Experience in maintaining customer-facing knowledge bases or Help Centres.

• Ability to transform support trends into clear, actionable documentation.

• Comfortable working independently and remotely.

• Previous experience in B2B SaaS or fintech, particularly assisting complex or regulated clients, is desirable.

• Experience in designing or conducting experiments aimed at improving AI agents, automation, or self-service pathways is a plus.

• Familiarity with support and AI metrics such as SLA, CSAT, involvement, resolution, and escalation trends is advantageous.

• Knowledge of incident and problem management practices, including escalation, stakeholder communication, root cause analysis, and continuous improvement is a plus.

• Experience collaborating with Product and Engineering during high-priority incidents and managing lower-impact bugs through a backlog or sprint-based approach is desirable.

• Must reside in the United Kingdom.

• Must have legal authorization to work in the United Kingdom.

🏝️ Benefits

• 34 days of holiday plus your birthday off (including bank holidays).

• Share options.

• Opportunities for skills development and continuous learning.

• Flexible remote working options – choose between working from home, co-working spaces, or a combination of both.

• Life insurance.

• Income protection.

• Private healthcare.

• Discounts and freebies at a variety of retailers.

• Employee assistance program offering 24/7 employee counseling and emotional support.

• Cycle to work scheme.

• Pension scheme with employer contributions matched up to 5%.