Customer Support Analyst — Data-Driven Impact

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

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.