Responsibilities
- Handle incoming support inquiries from initiation to resolution, directing complex cases to Product or Engineering teams while maintaining clear communication
- Develop comprehensive expertise in the company's platform, including mortgage processes, digital forms, policy triggers, automated workflows, system integrations, configuration settings, and broker or lender operations
- Shape the structure of customer support by designing ticketing procedures, escalation paths, response templates, internal documentation, knowledge base content, and performance tracking tools
- Identify recurring support issues and manual tasks, then implement automation solutions using improved tools, documentation, AI-driven workflows, or revised processes
- Analyze customer feedback to detect common frustrations, unclear user flows, and feature gaps, then convert insights into actionable product suggestions, bug reports, and roadmap contributions
- Create clear and useful resources such as help articles, FAQs, release summaries, troubleshooting guides, onboarding materials, and internal operating procedures
- Maintain accurate and current documentation as the platform evolves over time
- Leverage AI-powered tools to assist in drafting content, summarizing cases, detecting trends, improving response clarity, and streamlining repetitive tasks
Compensation
£30,000 to £35,000 + Stock Options
Work Arrangement
Remote (Country) — London, UK Remote
Team
Reports to: Head of Product
