Customer Success & AI-Driven Support Specialist (Remote)

United States Digital Space LLC; Greater London; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Stock Option Plan

25 days holiday

Remote work flexibility

Health insurance

Pension plan

Equipment budget

Learning & development budget

Cycle to Work Scheme

Monthly team socials

Job summary

the company is seeking a junior customer support-oriented professional to join a fast-paced, AI-powered fintech platform in London or UK Remote. No prior fintech or software experience required; attitude and willingness to learn matter most.

You will triage requests, document processes, and help turn feedback into product insights, with opportunities to grow into leading the support function. Salary £30,000 to £35,000 plus stock options.

Responsibilities

• Support customers and users
• Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed
• Build deep knowledge of the company's platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows
• Help design how support works at the company: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards
• Look for repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes
• Because this role reports into Product, you will do more than answer questions
• Identify patterns in customer feedback, recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input
• Write clear, practical help articles, FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks
• Use AI tools to draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work
• You don’t need to be an AI expert. We are looking for someone curious, experimental, and willing to learn

Job description

the company is seeking a junior customer support-oriented professional to join a fast-paced, AI-powered fintech platform in London or UK Remote. No prior fintech or software experience required; attitude and willingness to learn matter most.

You will triage requests, document processes, and help turn feedback into product insights, with opportunities to grow into leading the support function. Salary £30,000 to £35,000 plus stock options.