Customer Support Associate (Maternity Leave Cover)

CreativeX; Greater London; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Private Medical Insurance

Health Cash Plan

Generous time off + bank holidays

Education budget

Calm and Headspace subscription

Career coaching

Stock options

4-month full pay parenting leave

Salary Sacrifice pension

Job summary

CreativeX, in London, is seeking a Customer Support Associate for maternity cover to deliver expert technical support and ensure a world-class client experience. You will resolve product queries, become a platform expert, and drive improvements with cross-functional teams.

We’re looking for 1–3 years in SaaS support, experience handling enterprise customers, and strong problem-solving and communication skills.

Qualifications

• 1–3 years in SaaS customer or technical support
• Experience supporting enterprise-level customers
• Able to work in a fast-paced, high-volume environment and communicate clearly

Responsibilities

• Resolve product queries via email or chat as a responsive support agent
• Own knowledge of the platform and tools
• Triaging and escalating bugs and high-priority issues
• Surface client feedback to inform product improvements
• Collaborate with Product Ops, Engineering, Client Success to resolve issues
• Develop and implement Agentic (AI) workflows in support processes
• Identify opportunities to improve client experience through operational insights

Skills

Communication skills

Problem solving

Urgency and accountability

Series A/B startup experience

Customer support experience

Tools

Zendesk

Intercom

JIRA

Job description

Customer Support Associate - Maternity Leave Cover

(~September 2026 - July 2027)

Job Location: London

Salary: 35-40k GBP

Unfortunately, we are not able to offer visa sponsorship at this time.

About CreativeX

CreativeX is creating a new category of marketing. We are working with the best marketers in the world to build a new global standard for creative analytics. Our technology helps the world's biggest, and best loved brands make effective, data-driven creative decisions using our AI-driven SaaS technology. And we’re doing it at a global scale.

About The Role

The Customer Experience team at CreativeX delivers a world-class client experience through strategic account management, innovative technical solutions, and timely, high-impact support. As a Customer Support Associate, you’ll provide hands-on, day-to-day technical support to our users, becoming a product expert and trusted partner.

We’re looking for someone who thrives in a fast-paced, high-growth environment, someone who is intellectually curious, takes initiative, and acts with urgency when resolving client issues. You’ll play a key role in supporting our expanding client base while helping to improve and scale support operations.

What you’ll be doing:

• Providing responsive, tactical support to users by resolving product queries via email or chat
• Becoming a subject-matter expert and owner of our platform and tools
• Triaging and escalating bugs, technical issues, and high-priority client concerns
• Surfacing client feedback to internal stakeholders to help inform product improvements
• Collaborating closely with cross-functional teams (Product Ops, Engineering, Client Success) to resolve support-related issues
• Contributing to support documentation and process improvements including the development and implementation of Agentic (AI) workflows
• Proactively identifying opportunities to improve client experience and user education through operational insights

What we’re looking for:

• 1-3 years in a customer support or technical support role within a SaaS or tech-driven environment
• Experience supporting enterprise-level customers or working in high-volume support queues
• Demonstrated ability to operate with urgency and accountability
• Proven intellectual curiosity, proactive mindset, and strong problem-solving skills
• Comfortable navigating ambiguity and asking the right questions to get to resolution Excellent written and verbal communication skills, with an ability to distill complex issues into clear updates
• Familiarity with support and ticketing systems (e.g., Zendesk, Intercom, JIRA) Experience working at a Series A or B startup is a strong plus

At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you meet a majority of the qualifications above and see yourself in this role, we would love to see your application!

What we offer:

• Private Medical Insurance and Health Cash Plan (UK)
• Generous time off + bank holidays
• Education budget to be used for individual learning experiences or grouped with your team for joint learning
• Annual subscription to Calm and Headspace for your mental wellbeing
• Monthly coaching to talk to a trained professional about career goals, relationships, and personal development
• Competitive salary and commission plan including stock options, as we believe that everyone should have a stake in the business
• 4-month full pay parenting leave for all employees who have been with the company for one (1) year
• Workplace pension scheme provided via a tax-efficient Salary Sacrifice arrangement

CreativeX provides equal employment opportunities for all applicants and employees.