Customer Success Specialist in London

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. We're pioneering the use of AI in mortgage origination, building it into the platform from the ground up rather than bolting it onto legacy architecture. We work with regulated lenders across the UK, have a 100% delivery track record, and are building a high-performance team where everyone has real ownership and direct impact.

About the role: This is not a traditional support role. You don't need previous customer support experience to apply. This role is ideal for a recent graduate or someone early in their career who wants to get into tech, learn quickly, and build a broad understanding of how a software company operates. You'll help lenders, brokers, and internal teams get the best out of Mast. You'll 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'll 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: Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards. Find repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes.
• Turn support into product insight: Because this role reports into Product, you'll do more than answer questions. You'll 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. 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. You don't need to know everything already, but you should be curious, experimental, and willing to learn.

What we're looking for:

• Early in your career, a recent graduate, or looking for your first role in tech.
• Can work independently, spot what needs doing, and make progress without detailed instructions.
• Excellent written communication; can explain things clearly and calmly.
• Organised and detail-oriented, especially when managing multiple issues or follow-ups.
• Comfortable using AI tools and keen to keep learning as the technology evolves.
• Naturally inclined to ask, 'How can this be easier next time?'
• Comfortable working remotely and taking ownership of your time.
• Interested in software, fintech, lending, or complex workflows.

What you don't need:

• Previous experience in customer support.
• Previous experience in mortgages or financial services.
• Technical skills or the ability to code.

You do need to be smart, curious, organised, and excited to learn fast.

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: 15th of June 2026

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

Mast is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees.

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.