Support Operations Analyst

present of AI; United Kingdom; Remote; GBP 40,000 - 65,000; Full time

Job summary

Aveni builds specialized generative AI platforms for UK financial services, automating wealth advice documentation and regulatory compliance surveillance. The role focuses on scaling customer support with AI and self-service while personally handling the more challenging cases.

The ideal candidate has hands-on B2B software support experience, strong troubleshooting skills, and a track record of improving AI support performance through conversation reviews and data-driven coaching, working

Qualifications

• Hands-on support experience in a B2B software environment.
• Ability to troubleshoot technical issues and explain solutions clearly.
• Track record of improving AI support agents using conversation reviews and performance data.
• Comfort collaborating with Product and Engineering.

Responsibilities

• Scale customer support using AI and self-service while handling complex cases manually.
• Run an AI support agent day to day, author content, and monitor resolution and deflection metrics.
• Collaborate with Product and Engineering to improve knowledge bases and tooling.
• Document results and measurable automation gains.

Skills

B2B software support

Troubleshooting

Explain clearly

Conversation reviews

Performance data

Job description

The role is about making customer support scale through AI and self service while still handling the harder cases by hand. A strong candidate has hands on support experience in a B2B software setting, can troubleshoot technical issues and explain them simply, and has a track record of improving how an AI support agent performs using conversation reviews and performance data. Good knowledge base habits and comfort working with Product and Engineering round it out.

How it fits the AI era

Much of the routine support work shifts to an AI agent, so the job becomes tuning that agent, writing and testing its content, and watching the data to see what still reaches people. Human judgement stays central for tricky investigations, incidents and clear communication with customers and engineers. The role sits where automation and customer care meet.

How it builds AI experience

The job offers direct practice running an AI support agent day to day, from authoring content to reading involvement, resolution and deflection numbers. That builds a concrete record of measurable automation gains, which matters for a company selling AI platforms to regulated financial firms. Someone without platform experience can build it by improving any AI or self service support tool and documenting the results.

Worth showing

• Conversation review and deflection
• Technical troubleshooting

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Aveni

Aveni builds specialized generative AI platforms for UK financial services, automating wealth advice documentation and regulatory compliance surveillance.