Customer Support Analyst

Useplinth; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

Useplinth in London (Old Street) is hiring a customer-support owner who will be the first point of contact for clients and will shape how we handle support and learning across the product.

You’ll own self-serve content, dashboards, and the feedback loop into product while reducing ticket volume and improving customer satisfaction within the first year.

You’ll collaborate with engineering, operations and sales, and you’ll be evaluated by metrics like ticket volume and response times.

Qualifications

• Recent graduates welcome.
• Ability to learn quickly and organise work.
• Strong written and verbal communication.

Responsibilities

• You'll be first responder in Intercom and reduce ticket volume over time.
• Own measurement dashboards using PostHog, Intercom, and Linear.
• Develop self-serve help content and improve in-app guidance.
• Suggest and build automation to reduce common queries.
• Provide timely escalation and transparent customer updates.

Job description

TLDR: Plinth builds software for charities, foundations and funders. 13,000+ UK organisations use us, we add 7+ clients a month, and we ship constantly. We're hiring someone to own support as a system rather than work a queue. You'll be the first person customers reach, but you'll be judged on whether fewer of them need to reach you next quarter, and on being able to prove it. You'll also own free Plinth, which exists because it's good for the sector and because it's where we learn fastest. A strong first or second job: you'll touch support, product, engineering and operations in your first month.

What you'll own

• Your own workload. You start as first responder in Intercom, and your job is to make that role smaller every quarter. Falling volume with rising satisfaction is the metric, not tickets closed
• Measurement. PostHog, Intercom and Linear are yours: the ticket tagging that makes volume analysable, the dashboards showing where users get stuck, the view of whether fixes shipped and queries stopped. Right now we can't see our own support data clearly enough to know if we're improving. That's your problem to solve
• Free Plinth. Thousands of small charities who could never afford software like this get it anyway, and they test new functionality at volume. You own their experience and argue their case internally, and know when it will make the product better for everyone.
• Self-serve. Help articles, in-app guidance, website content and the chatbot behind them. A product with an audience, not a wiki that gets tidied when things are quiet
• Support tooling. Find the queries that shouldn't need a human, then build or spec the thing that removes them: a status page, a clearer error message, an automation, a self-serve action. You're expected to spot it, make the case and see it land
• The loop into product. Recommendations backed by evidence, not anecdote: here's the query volume, here's the funnel showing where it starts, here's what we change, here's how we'll know it worked. Then follow it until the cause is fixed, not the symptom
• Escalation and response. Customers hear back in minutes, not tomorrow, and stay informed until it's genuinely resolved

What we're looking for

• You work without handholding. We'll give you context and a clear idea of what good looks like, not a daily list
• Repetition bothers you. Answering the same question by hand for the tenth time should feel like a bug you own
• You think past the ticket in front of you: why did this reach me at all, and what would stop the next fifty
• You reach for a number rather than a feeling. You don't need to arrive knowing PostHog, just to enjoy turning a messy pile of tickets into a chart that settles an argument
• You'll advocate for users internally, including the ones who don't pay us
• You're properly organised. Tickets, escalations, half-written articles and an invoice query all live at once, nothing quietly dropped
• You write clearly and fast, to stressed non-technical people. Warm, unpatronising, honest when something's broken
• You've run something yourself: a society, a side project, a process you rebuilt in a part-time job
• Charity sector experience and technical confidence are both real advantages

What good looks like after a year

• The top recurring queries from your first month no longer exist
• Support volume per customer has fallen while the company has grown, and we can see it on a dashboard you built
• Anyone at Plinth can answer "are we getting better at support?" in thirty seconds
• You can point at paid features that shipped better because free users hit the problems first

Recent graduates welcome. We care more about how you think, write and organise yourself than what you've done before. If you want ownership rather than a narrow lane, this offers more range in a year than most graduate schemes manage in three.

Logistics

• Location: London, Old Street (4 days a week in office)
• Hours: Full time
• Salary: 40-50k depending on experience