Support Operations Analyst

Role overview A B2B SaaS company serving financial services is hiring a Support Operations Analyst to make its customer support function more scalable, proactive, and effective. The role blends hands-on second-line support with owning the AI support agent, knowledge operations, and incident processes that serve regulated enterprise customers.

Responsibilities - Provide second-line customer support for issues that need human investigation, capturing lessons that improve AI responses and documentation. - Take day-to-day ownership of the AI support agent: author and test content, tune workflows and routing, and review conversations to lift deflection and resolution rates. - Coordinate customer-impacting incidents end-to-end, from triage and escalation through stakeholder and customer communication. - Partner with Product and Engineering on problem management, backlog grooming, and root-cause follow-through. - Maintain and evolve the Help Centre and customer-facing knowledge base, including launch readiness for new features. - Produce regular reporting on AI involvement, resolution and deflection metrics, turning data into prioritized experiments.

Requirements - Experience optimising an AI support agent such as Intercom Fin, Zendesk AI, or comparable platforms, with a focus on deflection and resolution. - Background maintaining customer-facing knowledge bases and turning support trends into clear documentation. - Ability to diagnose and troubleshoot technical issues, gathering evidence and working confidently with Product and Engineering. - Familiarity with incident and problem management practices, including escalation, communication, and root-cause analysis. - Comfort using support and AI metrics (SLA, CSAT, involvement, resolution, escalation) to prioritize improvements. - Self-directed, collaborative remote working style.

Nice to have - Previous experience in B2B SaaS or fintech supporting complex or regulated customers. - Experience designing or running experiments to improve AI agents or self-service journeys. - Exposure to sprint-based backlog management for lower-impact bugs.

Benefits and work setup - Remote-first with flexibility for co-working spaces or hybrid work. - 34 days of holiday plus a birthday off, including bank holidays. - Share options for employees. - Employer pension contribution matched up to 5%. - Private health care, life insurance, and income protection. - Cycle-to-work scheme, employee assistance programme, and retail discounts.