Customer Success Associate

TLDR: Be the first line for Planlab's customers. Pick up every question and ticket, get it answered fast, and make sure the people using our platform are never stuck. A great early-career role for someone smart and enthusiastic who wants to learn a lot, fast, in an AI-first, high-growth startup. London, £30-50k + 0.1-0.2% equity grant, visa sponsorship available.

Customer Success Associate

Customer Full-Time London

TLDR: Be the first line for Planlab's customers. Pick up every question and ticket, get it answered fast, and make sure the people using our platform are never stuck. A great early-career role for someone smart and enthusiastic who wants to learn a lot, fast, in an AI-first, high-growth startup. London, £30-50k + 0.1-0.2% equity grant, visa sponsorship available.

Referrals: get £500 by getting somebody else a job

If this job isn't the one for you, but you know someone who would be a great fit then please put them in touch with us (email to jobs@planlab.ai with them on CC). If we end up hiring your referred candidate & you were the first to intro them we'll pay you £500.

About Us

We're an AI-first company, and that starts with our own work. We automate what we can and do old-school what we must, building the tools and knowledge that teams of humans and AIs need to run construction and infrastructure projects.

Our product consists of two halves: a customer-facing platform that runs both standard and bespoke project scheduling apps, supports large-scale datasets, complex integrations and large groups of users and runs an AI copilot; and an internal AI operating system that automates and supports our own work. It dials into meetings, analyses customers' screen-shares and shared datasets, builds implementation plans, orchestrates coding agents and validation systems - and pushes PRs.

We're a small team in London (8 people), growing fast, and looking for people who see a problem and run at it - figuring things out, and not stopping at "that's not my job." Any new joiner can make a big difference. We raised our Seed round earlier this year at a ~$25m valuation, and are now aggressively scaling the business.

Our customers are large contractors, infrastructure builders and asset owners. They build railways, highways, airports, power plants, solar farms, steel mills and more. We work with them to improve the construction schedules for these assets.

The Role

Our customers are large organisations delivering major infrastructure. When a user has a question, hits a snag, or something in the platform doesn't behave as expected, you pick it up: answer what you can, reproduce what you can't, route it to the right engineer, and stay on it until they have an answer.

This is a role for someone who genuinely cares whether things work for the user in front of them, wants to learn the product deeply, and is comfortable with a lot still being figured out. People who do this well grow fast here: into delivery, or into engineering, product or sales if that's where their interest takes them.

What We Offer

• Salary ranging £30k to £50k
• Share options ranging from 0.1% - 0.2% (4-year vest, 1-year cliff, fully diluted)
• Nice office in London with some flexibility on hybrid
• Skilled worker visa sponsorship if needed - we're a very international team
• Close support from a delivery team that works together, and direct exposure to the founders
• Highly entrepreneurial environment
• All the equipment, software and tokens you need to do the best job
• Unlimited headroom to grow, in delivery or beyond

Responsibilities

• Be the first person to pick up every customer question and ticket that comes in
• Run first calls with users to understand and reproduce what they're seeing
• Answer what you can directly; work with the platform engineers on the rest and chase it to resolution
• Keep customers informed on where their issue is and when it will be fixed
• Keep an eye on customer workspaces and threads so problems are spotted before users report them
• Maintain FAQs, support notes and how-to guides so the same question isn't answered twice, and write the user docs for new features
• Spot recurring issues and patterns and flag them to the delivery and product teamsPitch in on delivery work, decks and training logistics when the queue is quiet

What We're Looking For

• Patient, clear communicator, on calls and in writing
• Organised and reliable: many small things in flight, none of them dropped
• Learns new software quickly and enjoys getting under the hood of how it works
• Takes ownership of a problem and sees it through, rather than passing it on
• Cares about the person on the other end of the ticket
• Comfortable with ambiguity and change in an early-stage startup

Ideal Backgrounds

• Recent graduates from any discipline
• A couple of years in customer success, support, operations or GTM roles, including at startups
• Anyone who has supported users of a software product and enjoyed it