aveni - Support Operations Analyst
Requirements
• A strong interest in technology, SaaS, and AI. • Solid problem-solving skills with a proactive, solutions-focused mindset. • Clear and confident communication skills, with the ability to explain technical concepts in simple terms. • Experience in a customer-facing or technical support role, ideally within B2B SaaS, with confidence owning customer issues from first contact through to resolution or escalation. • Hands-on experience optimising AI customer support platforms such as Intercom Fin, Zendesk AI or similar. We’re looking for evidence that you have actively improved how an AI agent performs — for example by authoring and testing content, tuning workflows or routing, reviewing conversations for deflection opportunities, and using involvement, resolution or deflection reporting to drive measurable improvements. Direct Fin experience isn't essential; the track record matters more than the platform. • Experience maintaining customer-facing knowledge bases or Help Centres and turning support trends into clear, useful documentation. • A collaborative team player who is comfortable working both remotely and independently. • Previous experience in a B2B SaaS or fintech environment, particularly supporting complex or regulated customers. • Experience designing or running experiments to improve AI agents, automation or self-service journeys in a customer support environment. • Experience using support and AI metrics such as SLA, CSAT, involvement, resolution and escalation trends to identify and prioritise improvements. • Experience with incident and problem management practices, including escalation, stakeholder communication, root cause analysis and continuous improvement. • Experience working with Product and Engineering during high-priority incidents and managing lower-impact bugs through a backlog or sprint-based development process.
Responsibilities
• Second-line Customer Support – Provide hands-on support for customer requests that require human investigation or cannot be resolved through AI or self-service. Troubleshoot issues, communicate clearly with customers and use these conversations to identify opportunities to improve Fin, documentation or product experience. • Incident & Problem Management – Act as a Support point of contact during customer-impacting incidents: triage and escalate high-priority issues, coordinate with Engineering, maintain clear stakeholder and customer communications, and contribute recommendations that improve the process. For lower-impact bugs and recurring problems, work with Product and Engineering to maintain visibility and help ensure a healthy level of customer-impacting issues is picked up through sprint planning. • Technical Investigation – Diagnose and troubleshoot technical issues, gather the right evidence and work confidently with Product and Engineering when deeper investigation is required. • Product Knowledge – Develop a strong understanding of Aveni’s products to support users effectively and confidently. • Launch & Cross-functional Collaboration – Work with Product, Marketing, Training & Enablement and Engineering to ensure Help Centre and Intercom content is accurate, and that customer documentation and Support readiness are in place for new features and product launches. • AI Support Optimisation – Take day-to-day ownership of optimising our AI customer support experience. At Aveni we use Intercom Fin, but experience with Zendesk AI or similar platforms is equally relevant. Author, test and continuously improve the content and instructions that power Fin; tune workflows, routing and hand-off paths; review customer conversations to identify new deflection and automation opportunities; and implement improvements that allow more requests to be resolved before reaching the Support team. Own regular reporting on AI involvement, resolution and deflection rates, using the data to identify trends, prioritise experiments and demonstrate the impact of changes. • Knowledge Management – Maintain and improve Help Centre content, FAQs and internal Support guidance, ensuring AI and human agents have accurate, useful knowledge to work from. Identify documentation gaps through conversation reviews, support trends and AI performance, and work with Product, Marketing and Training & Enablement to close them.
Benefits
• A collaborative and innovative work environment with career growth opportunities • 34 days holiday plus your birthday off (inclusive of bank holidays) • Share options – we believe in shared success • Skills development – continuous learning is at our core, expect the development to be front and centre of everything you do • Remote and flexible working – remote, co-working spaces, or a mix of both • Life insurance, income protection and private health care • Freebies and discounts at a range of retailers • Emotional wellbeing (Employee assistance programme provides access to 24/7 employee counselling and emotional support) • Cycle to work scheme • Pension scheme (employer contribution matched up to 5%)
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