At a Glance
- Tasks: Provide top-notch customer support and troubleshoot issues for our users.
- Company: Join All Gravy, the innovative AI-native platform transforming hospitality and retail.
- Benefits: Competitive salary, growth opportunities, and a vibrant office culture.
- Other info: Enjoy team lunches, fun events, and a supportive work environment.
- Why this job: Make a real impact on frontline workers' lives while working with cutting-edge technology.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 29700 - 36300 £ per year.
All Gravy is the AI-native people operating platform for hospitality and retail. We're modernising how frontline teams work, replacing scattered tools and outdated systems with a single app that's actually built for the way people work & socialise today. Our AI Colleague gives staff instant answers & executes day-to-day tasks, freeing up managers to focus on people & customers instead of paperwork. We work with some of the most exciting brands in hospitality and retail, including Gail's, L'Osteria, Dishoom, Pizza Pilgrims, Ottolenghi, Q8 and 7-Eleven. Today over 2,000 restaurants and stores trust us to run their teams. We've grown 10x in two years and are accelerating into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to create better work lives for the 80% of the world that do not sit behind a desk.
About the role
We're looking for a Customer Support Specialist with strong communication skills who loves solving problems and helping customers get the most out of All Gravy. You'll be the first line of support for our customers - answering questions, troubleshooting issues, and making sure every interaction leaves them feeling looked after. But this role goes beyond reactive support: you'll play a key part in shaping how we scale support with AI, working closely with our Customer Success and Product teams to turn recurring problems into smarter, more automated solutions. This is a full-time position based in Central London, working primarily from our office with some flexibility to work from home. Hybrid work is possible to some extent.
Your Responsibilities
- Frontline customer support
- Own incoming customer conversations in Intercom - respond quickly, clearly, and helpfully
- Troubleshoot issues, guide customers through solutions, and know when to elevate
- Keep customers informed and confident throughout, so every interaction builds trust
- Problem-solving & technical curiosity
- Dig into the root cause of issues rather than just treating symptoms
- Log, track, and follow up on bugs and feature requests in Linear, in close partnership with Product
- Build a deep working knowledge of the All Gravy platform and get genuinely curious about how it works
- AI & automation
- Play a key role in implementing and adopting AI tools to automate and scale our support
- Help build and refine automated responses, help-centre content, and workflows that resolve issues faster
- Spot repetitive queries and turn them into self-serve or automated solutions
- Collaboration & customer advocacy
- Work closely with the Customer Success team to ensure a seamless customer experience and flag at-risk accounts
- Partner with Product to surface trends, report bugs, and advocate for improvements based on what you hear from customers
- Be the voice of the customer internally and help continuously improve our support processes
What does it take to thrive here?
We're looking for the right mindset rather than a specific educational background. You'll thrive if you're curious, communicative, and genuinely enjoy helping people. You’ll enjoy the role if you:
- Have strong written and verbal communication skills - clear, warm, and professional
- Are a natural problem-solver with curiosity for technical solutions and how things work
- Are comfortable working with tech and SaaS products, and excited to learn tools like Intercom and Linear
- Are energised (not intimidated) by AI and automation, and keen to help shape how we use it
- Can work independently but also thrive in a close, collaborative team
- Stay calm, organised, and positive when handling multiple conversations at once
Why All Gravy
- Grow fast, for real. We promote from within, move quickly, and give you real responsibility from day one
- A culture that actually develops you. Honest feedback, active coaching, and the autonomy to experiment. We invest in you because your growth is our growth
- Work that matters. Your work will directly impact the daily lives of millions of frontline workers.
- You’ll work with people who've built, scaled, and won. Ex-founders, operators, all here because they want to do it again, bigger
- The good stuff too. Prime office location, team lunches, Friday bars, padel tournaments, wine tastings, offsites, top-tier equipment, and a fridge that’s always stocked. We work hard and celebrate harder
Customer Support Specialist (UK) in London employer: All Gravy
At All Gravy, we pride ourselves on being an innovative employer that fosters a dynamic and collaborative work culture. As a Senior Product Manager, you'll enjoy the benefits of working in a fast-paced startup environment where your contributions directly impact the hospitality industry. We offer ample opportunities for professional growth, a supportive team atmosphere, and the chance to work with cutting-edge AI technology, making your role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (UK) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All Gravy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All Gravy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist (UK) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All Gravy:Your cover letter is your chance to shine! Tell us why you want to work at All Gravy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All Gravy!
How to prepare for a job interview at All Gravy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
