Remote AI-Driven Support Operations Analyst

Aveni; United Kingdom; Remote; GBP 35,000 - 60,000; Full time

Job summary

Aveni is a remote-friendly UK-based tech company leveraging AI to boost efficiency for financial services. We are seeking a Support Operations Analyst to scale our AI-powered customer support and own the AI agent, Intercom Fin, while improving self-service and knowledge workflows.

You’ll investigate incidents, manage knowledge, and collaborate with Product, Engineering and Training to ensure readiness for product launches.

Qualifications

• Strong interest in technology, SaaS and AI.
• Clear and confident communication; explain technical concepts simply.
• Experience in customer-facing or technical support, ideally B2B SaaS.
• Hands-on experience optimizing AI customer support platforms such as Intercom Fin or Zendesk AI.

Responsibilities

• Second-line Customer Support – provide hands-on support that requires human investigation or cannot be resolved by AI.
• Incident & Problem Management – triage, escalate high-priority issues, coordinate with Engineering.
• Technical Investigation – diagnose issues and gather evidence for deeper analysis.
• Product Knowledge – develop understanding of Aveni's products to support users.
• Launch & Cross-functional Collaboration – ensure Help Centre content and readiness for new features.
• AI Support Optimisation – own AI involvement metrics and deflection improvements.
• Knowledge Management – maintain Help Centre content and internal guidance.

Skills

Interest in technology

Problem-solving

Communication skills

Customer support experience

AI support platforms (Intercom Fin)

AI support platforms (Zendesk AI)

Tools

Intercom Fin

Zendesk AI

Job description

Aveni is a remote-friendly UK-based tech company leveraging AI to boost efficiency for financial services. We are seeking a Support Operations Analyst to scale our AI-powered customer support and own the AI agent, Intercom Fin, while improving self-service and knowledge workflows.

You’ll investigate incidents, manage knowledge, and collaborate with Product, Engineering and Training to ensure readiness for product launches.