lupapets - Customer Support Associate

• Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service • Excellent written communication, your responses are clear, concise, warm, and free of jargon • The organisational ability to manage multiple open cases simultaneously without letting anything slip • A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded • Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have) • Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have) • Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have) • As a person, you: • Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining • Stay calm, clear, and constructive even when customers don’t • Have a genuine drive to improve the support function, not just maintain it • Are excited to work in-person from our Paddington, London HQ (or equivalent location) • Value working with people who are kind, ambitious, and pragmatic • What does success look like in 6 months? • You can resolve any support query independently and know the product and internal processes inside out • You’re consistently hitting strong CSAT and resolution time metrics (SLAs) • Your documentation contributions are saving the team real time every week