At a Glance
- Tasks: Support customers and improve processes while learning about cutting-edge lending technology.
- Company: Join a dynamic team at Mast, revolutionising the specialist lending market.
- Benefits: Enjoy competitive salary, stock options, health insurance, and flexible remote work.
- Other info: Great opportunity for growth into a leadership role in customer support.
- Why this job: Kickstart your tech career with real ownership and impact in a fast-growing company.
- Qualifications: No experience needed; just bring your curiosity and eagerness to learn.
The predicted salary is between 30000 - 35000 £ per year.
Mast is on a mission to make complex lending simple. The UK's specialist lending market is underserved by technology, with legacy systems that can't handle the nuance of complex income, niche products, or the broker workflows that specialist lenders rely on. We're building modern, cloud-native lending technology, purpose-built for specialist lenders, that helps them process more applications in less time, reach decisions faster, and deliver better experiences for brokers and borrowers.
About the role: This is not a traditional support role, and you do not need any previous customer support or technology experience to apply. This role is ideal for a recent graduate or someone early in their career who wants to get into tech. What matters most is your attitude: we are looking for someone curious, reliable, organised, eager to learn, and willing to get stuck in.
You will help lenders, brokers, and internal teams get the best out of Mast. You will answer questions, investigate issues, improve support processes, create documentation, spot recurring product friction, and turn customer conversations into ideas that shape the platform. You'll report to the Head of Product and work closely with Product, Engineering, Client Success, and Implementation. Over time, this role has the potential to grow into leading Mast's customer support function as the company scales.
What you'll do:
- Support customers and users: Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed. You will build deep knowledge of Mast's platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows.
- Build the support operating system: Help design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards. You will look for repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes.
- Turn support into product insight: Identify patterns in customer feedback, recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input.
- Create self-service documentation: Write clear, practical help articles, FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks. You will help keep everything up to date as the platform evolves.
- Use AI to work smarter: Use AI tools to draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work. We are looking for someone curious, experimental, and willing to learn.
What we're looking for:
- We are not looking for years of experience. We are looking for potential.
- You may be a recent graduate or early in your career. You do not need previous customer support, fintech, mortgage, or software experience.
- The most important things are that you have a great attitude and want to learn quickly, are reliable, thoughtful, and willing to take ownership, can work independently, spot what needs doing, and make progress without needing detailed instructions every time, communicate clearly and calmly in writing, are organised and detail-oriented, especially when managing several issues or follow-ups at once, are comfortable asking questions when something is unclear, enjoy solving problems and making things easier for others, are curious about technology, software, and AI, and are comfortable working remotely and managing your own time.
Nice to have:
- Familiarity with tools like Notion, Slack, Linear, Jira, Zendesk, Intercom, HubSpot, Loom, Metabase, or AI tools like ChatGPT and Claude.
- Experience from university projects, internships, part-time work, customer-facing roles, or startup environments.
- Interest in product management, customer success, operations, automation, or fintech.
- Experience writing clear documentation, guides, or process notes.
What success looks like:
- First 3 months: Strong understanding of Mast's platform and customer workflows. Ownership of incoming support requests. Clearer processes for tracking and resolving issues.
- 6 to 12 months: Reduced repeat questions through better documentation and automation. A reliable feedback loop into Product. Clear visibility into where customers struggle and where the product can improve.
- Longer term: You help define what excellent customer support looks like at Mast, and may grow into leading the support function.
Salary & Location:
- Location: London or UK Remote
- Salary: £30,000 to £35,000 + Stock Options
- Target Start date: Immediate
Benefits:
- Stock Option Plan
- 25 days holiday + bank holidays
- 4 - 10 weeks work from anywhere, based on tenure (for UK based roles)
- Vitality Health insurance
- Pension plan
- Equipment budget
- Learning & development budget
- Cycle to Work Scheme
- Monthly team socials + Quarterly Team Meet-ups @ HQ
- Digital-first, employee-first company with a flexible working culture + Central London HQ
About Us: Mast is a high-performance team of engineers and lending experts building the future of specialist lending technology. We value radical honesty, transparency, and speed. We hire exceptional people, expect a lot from each other, and offer real ownership, fast growth, and the chance to shape an industry. Mast is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees.
Customer Success Specialist employer: Mast
Mast is an exceptional employer for those looking to kickstart their career in tech, offering a unique opportunity to work in a dynamic environment that values curiosity and innovation. With a strong focus on employee growth, you will have the chance to shape customer support processes while benefiting from a flexible working culture, generous holiday allowance, and a commitment to learning and development. Join us in London or remotely, and be part of a high-performance team that is transforming the specialist lending market with cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mast. 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 Mast 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 Success Specialist
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 Mast:Your cover letter is your chance to shine! Tell us why you want to work at Mast 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 Mast!
How to prepare for a job interview at Mast
✨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.
