Customer Support & Product Insight Analyst

Dittofeed; London (KY); Hybrid; USD 53,000 - 66,000; Full time

Job summary

Plinth in London is hiring to own customer support as a system, not a queue. You will be the first point of contact and aim to reduce future inquiries by proving improvements via data dashboards and clear guidance.

You will coordinate with product, engineering and operations to improve the whole support experience. You’ll own the charity-facing journey, including self-serve content and in-app guidance, and identify automation ideas to prevent repetitive tickets.

Qualifications

• Experience in customer support or operations role is preferred.
• Ability to analyse support data and turn insights into actions.
• Clear, non-technical communication with diverse stakeholders.

Responsibilities

• Own your workload as first responder in Intercom and reduce volume over time.
• Tag tickets, build dashboards, and track where users get stuck.
• Own Free Plinth experience for small charities and advocate improvements.
• Create self-serve guidance and in-app help content.
• Identify and spec improvements to reduce repeat tickets and automate where possible.
• Bridge support and product with evidence-based recommendations.
• Provide timely escalation and updates to customers until resolution.

Skills

Analytical thinking

Problem solving

Documentation & writing

Organisation

Advocacy for users

Tools

Intercom

PostHog

Linear

Job description

Plinth in London is hiring to own customer support as a system, not a queue. You will be the first point of contact and aim to reduce future inquiries by proving improvements via data dashboards and clear guidance.

You will coordinate with product, engineering and operations to improve the whole support experience. You’ll own the charity-facing journey, including self-serve content and in-app guidance, and identify automation ideas to prevent repetitive tickets.