Customer Support Associate

Lupa Pets; Greater London; On-site; GBP 34,000 - 42,000; Full time

Job summary

Lupa Pets is seeking a customer support specialist to triage, investigate and resolve queries across email and live chat, owning each case through to resolution.

You will build deep product knowledge, document recurring issues, and contribute to knowledge base; in-person at Paddington HQ, London, with a focus on SaaS reliability and compassionate customer care.

Qualifications

• Solid background in a customer support role, preferably SaaS or consumer brands with strong service.
• Excellent written and verbal communication.
• Able to manage multiple cases and maintain CSAT.
• Experience with healthcare/veterinary or regulated industries is a plus.

Responsibilities

• Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution
• Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team
• Identify, document, and escalate recurring issues to Success and Product with clear context and evidence
• Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries
• Represent Lupa at client events and in direct customer conversations with confidence and credibility
• Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them

Skills

Customer support

Written communication

Organisational skills

Product knowledge

Tools

Intercom

Zendesk

Freshdesk

Job description

About Us

Lupa is building a category defining product the industry has never seen before.

We're the AI-native operating system for veterinary practices and pet parents, replacing the fragmented, clunky systems vets have tolerated for years with a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. Practices run more efficiently, vets get back to doing what they love, and pet parents feel more connected to their animals' health than ever.

The traction speaks for itself: founded in 2023 and already one of Europe's top 100 AI startups, with a team of 50 people, 10x growth in twelve months, the UK market leader, and now charging hard into the US and Europe. We have $25M in funding, 1M+ pets on the platform, and a buzzing HQ in Paddington, London. We've attracted exceptional people from the likes of Palantir, Google, DeepMind, BCG, Meta, and AWS and we're just getting started.

This is a rare chance to join a rocket ship at exactly the right moment and we're looking for exceptional people to help us fly it.

In this role, you will:

• Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution




• Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team




• Identify, document, and escalate recurring issues to Success and Product with clear context and evidence




• Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries




• Represent Lupa at client events and in direct customer conversations with confidence and credibility




• Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them

Your background looks something like:

• Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service




• Excellent written communication, your responses are clear, concise, warm, and free of jargon




• The organisational ability to manage multiple open cases simultaneously without letting anything slip




• A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded




• Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have)




• Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have)




• Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have)

As a person, you:

• Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining




• Stay calm, clear, and constructive even when customers don’t




• Have a genuine drive to improve the support function, not just maintain it




• Are excited to work in-person from our Paddington, London HQ (or equivalent location)




• Value working with people who are kind, ambitious, and pragmatic

What does success look like in 6 months?

• You can resolve any support query independently and know the product and internal processes inside out




• You’re consistently hitting strong CSAT and resolution time metrics (SLAs)




• Your documentation contributions are saving the team real time every week