AI Customer Support Associate

Customer Support Associate

6-Month Contract | £25,000–£36,000 | Potential to Convert to Full-Time

mallowstreet Overview

Serving the Wealth, IFA and Institutional investment community, mallowstreet is a dynamic and purpose-led financial services company based in London. Our mission is to empower the industry to make better decisions for superior long-term outcomes. Through technology and in-person solutions, we help foster better relationships and discussions.

SOFI is a groundbreaking AI platform designed to transcribe, notarise and analyse meetings within the financial services industry. Built on thousands of hours of industry insight, SOFI provides clear, consistent and objective outputs that help advisers deliver better client outcomes. SOFI is \”Meetings Reimagined.\”

Role Overview

We are recruiting a Customer Support Associate on a 6-month fixed-term contract, with strong potential to transition into a full-time permanent role for candidates who demonstrate high performance, reliability and the SOFI attitude.

As a Customer Support Associate, you will be the first point of contact for SOFI users seeking help. You\’ll respond to queries across email, phone and potentially chat, resolving common issues and escalating more complex cases to the Customer Success team. Your focus will be ensuring every user receives prompt, professional and helpful support.

You will also contribute to our knowledge base and user documentation, helping to streamline processes and improve the overall support experience. You will report directly to the Senior Support Manager.

What You\’ll Do

• Respond to inbound support queries via email, phone and chat in a timely and professional manner

• Triage and categorise support tickets, resolving straightforward issues and escalating when required

• Support new users through initial setup and basic SOFI functionality

• Maintain accurate records of all support interactions, resolutions and follow-ups

• Create and update support documentation, FAQs and help articles

• Identify recurring user issues and report trends to Customer Success and Product teams

• Assist with basic