AI Support Operations Specialist

PortSwigger Ltd; Knutsford; Sur place; GBP 65 000 - 90 000; Plein temps

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Benefits package

Wellbeing support

Résumé du poste

PortSwigger Ltd is seeking a seasoned Customer Support Systems/Operations specialist to own and optimize the live customer support platform. You will focus on AI-assisted resolution, routing, escalation, and handoffs, ensuring fast, accurate case handling in a high-volume environment.

You will design end-to-end customer journeys, maintain runbooks, and implement safety checks. The role requires 5-7+ years in CRM-centric roles and hands-on experience with Salesforce or HubSpot, with a strong

Qualifications

• 5-7+ years in customer support systems or operations work.
• Hands-on CRM experience with Salesforce or HubSpot, including reporting, data quality and workflow management.
• Experience with structured customer journeys and high-volume workflows.
• Ability to improve processes with measurable results.

Responsabilités

• Own the day-to-day performance of a live customer support system, identifying failures, misrouting or unnecessary work.
• Improve AI-assisted resolution, increasing automatic resolution and routing accuracy.
• Design and refine customer case journeys end to end, including intake, routing, escalation, handoffs and ownership rules.
• Review failed and escalated cases to identify patterns and improve answer quality.
• Maintain knowledge bases, runbooks and feedback loops supporting automation.
• Implement safety checks before actions on customer accounts, especially around renewals, billing or account changes.
• Collaborate with GTM teams to resolve ownership and routing issues.
• Reduce avoidable back-and-forth by clarifying ambiguous requests.
• Test changes and measure impact on case resolution time and customer experience.

Connaissances

CRM systems

Salesforce

HubSpot

Data quality

Workflow automation

Customer support

High-volume support

Formation

Bachelor's degree in a relevant field

Outils

Salesforce

HubSpot

Description du poste

Who are PortSwigger

PortSwigger exists to enable the world to secure the web. We build the tools practitioners trust, the knowledge that trains security professionals, and a community that makes anyone who cares about security better, so anyone can make the internet safer. Our products are crafted with care, backed by deep research, and we lead through generous innovation: winning by setting the bar higher and sharing what we create, turning commercial success into wider positive impact.

Our culture didn't happen by accident, it was built deliberately, and it's something we protect with the same care we put into everything we make. We default to trust with brilliant people doing brilliant work, free from micromanagement. We aim for excellence, and we do it with care; performance and compassion go hand in hand. Joy, mastery and purpose belong together here and if the work stops feeling good, we take that seriously.

The Technology tribe builds and runs the platforms, systems and tools that power everything at PortSwigger. From technical direction to day-to-day reliability, they shape the foundation that helps our products shine and our teams move fast with confidence.

They embed secure-by-default thinking into everything we do. From managing risk to protecting our systems and data, they take ownership of keeping PortSwigger safe as the company scales.

They work hand in hand with Product and Engineering to make smart pragmatic architectural choices. Whether it's levelling up our platforms, simplifying how teams ship or solving hard cross-cutting problems, they make it easier for Swiggers to deliver incredible work at scale.

Join Technology if you want to build the systems that help every Swigger work faster, safer and smarter.

What you'll be doing

You will own and improve the system that handles incoming customer cases, with a focus on AI-assisted resolution, routing, escalation and handoffs. This is a systems-heavy individual specialist role, not a ticket-heavy support role.

• Own the day-to-day performance of a live customer support system, identifying where cases fail, misroute or create unnecessary work for other teams.
• Improve AI-assisted resolution safely, using evidence to raise automatic resolution, routing accuracy and case prevention.
• Design and refine customer case journeys end to end, including intake, routing, escalation, handoffs and ownership rules.
• Review failed and escalated cases to identify patterns, improve answer quality and make handoffs clearer.
• Maintain the knowledge, runbooks and feedback loops that support automation and help colleagues act quickly.
• Put safety checks in place before systems take action on customer accounts, especially where renewals, quotes, billing or account changes require human ownership.
• Work with the wider GTM teams to resolve unclear ownership, routing issues and recurring process problems.
• Reduce avoidable back and forth for customers and colleagues by turning ambiguous requests into clear actions.
• Start from a baseline, test narrow changes, review failures and measure impact through prevented cases, true resolution time and customer experience.
• Bring a high bar to system ownership: the candidate will be expected to combine speed, accuracy and judgement in a busy, high-volume environment, while improving the quality of the system over time.
• Ensure a smooth and high standard customer experience
• Be accountable for defining, surfacing on and improving our key customer metrics.

You should bring:

• 5-7+ years in customer support systems or operations work.
• Experience in support operations, customer operations, support systems, sales operations, revenue operations, CRM administration or a B2B support analyst role.
• Hands-on CRM experience with Salesforce or HubSpot, including reporting, data quality and workflow management.
• Experience with structured customer journeys, high-volume workflows and ambiguous customer queries that need to become clear actions.
• Evidence of improving a process with a measurable result, such as replacing a repetitive manual process with better intake, self-service or safe automation.
• Strong ability to configure, maintain and improve CRM or support platform workflows, reports and data structures.
• Experience improving case routing, escalation or handoffs so customers reach the right team with less back and forth.
• The ability to review failed and escalated cases, identify patterns and tune an AI or automated support tool to improve answer quality and routing accuracy.
• Clear, concise written communication, including runbooks and documentation that busy colleagues can act on without extra interpretation.
• Strong problem-solving skills: the candidate breaks problems down, seeks missing context early and uses evidence rather than assumptions.
• Commercial awareness and the judgement to decide whether a case needs an answer, an action or a named human owner.
• A reliable, thoughtful, resourceful and meticulous approach, with the calmness to bring structure to a busy environment.
• Curiosity about new tools and a practical interest in fixing manual processes so work becomes smoother.
• Fin by Intercom, Intercom or another AI support or automation tool is a strong plus.
• SaaS or software support experience is a strong plus; telecoms, telecom software support or managed service provider experience is also relevant.

At PortSwigger, we believe people should be paid what they're truly worth — not just what we could get away with or what the market dictates. That's why we pay above the market rate, and review it regularly.

In our 2025 survey, 80% of Swiggers said they were satisfied or very satisfied with their reward — against a YouGov benchmark of 40% for knowledge workers. The philosophy works.

Alongside a strong base salary, we offer share options and a comprehensive benefits package designed to support your whole-person wellbeing.

Want to know more? Explore our reward philosophy.