Senior Analyst - AI Support

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepens loyalty and capture more lifetime value. We have over $90M ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade. Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale. At Raylo, AI is woven into how we work every day.

Our Core Values:

• Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
• Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team:

Operations Strategy supports Raylo's ability to scale, improve efficiency and become more effective. We sit within Operations and have three core pillars: Customer Experience, Supply Chain, and Revenue and Billing. Our remit is to own operational projects, launch new initiatives, and optimise processes that drive positive outcomes for Raylo's growth ambitions and allow the broader Operations team to succeed.

This role sits at the centre of our Customer Experience pillar and is the execution layer for AI support and CX. Reporting to the Operations Strategy Manager (AI Support), you’ll work hands‑on in our customer tooling (Intercom and Customer.io), move fast on customer‑impacting issues, and be accountable for specific CX outcomes.

What You’ll Do:

• Keep our AI support sharp. Triage escalations from our AI support agent, find root causes, and route fixes to procedures, content, workflows or engineering.
• Manage our automated comms. Support operating Customer.io, building and maintaining triggered campaigns across warranty, insurance, NPS, delivery and returns, and handle ad‑hoc broadcasts and template changes.
• Keep support content current. Maintain the Help Centre, articles and supporting content, co‑ordinate compliance review ahead of publishing, and keep everything up to date as new products and features launch.
• Deliver CX projects and support the NPS programme. Take ownership of two to three CX projects each quarter, help run the NPS programme, and triage CX escalations, routing systemic issues to the right teams.
• Turn data into decisions. Track weekly performance (automation, resolution, CSAT, CX score) and wider CX metrics (NPS, Trustpilot, delivery, warranty, insurance).
• Use the best tools to get the work done. The team works with Intercom, Customer.io, Survicate, Make.com, Looker, Claude, Notion and Google Workspace to support customers, automate operational work and drive projects forward.

You’ll Succeed With:

• 1‑2 years in a customer experience, support or operations role, ideally in a fast‑paced consumer, fintech or tech business, owning customer‑impacting work end to end.
• Degree level education, ideally in a STEM or analytical discipline.
• A problem solver at heart.
• Deep curiosity and fluency with frontier AI tools.
• Built something with AI.
• Strong analytical skills.
• Hands‑on with customer and comms tooling.
• Strong communication skills.
• Comfort with ambiguity.

Fast‑track your career – 40% of our employees are promoted every review cycle (bi‑annual). Stock options for all employees. L&D budget to support the skills you value. 4 days in the Raylo Belfast Office, with 1 day working from home per week. 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you. Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months. Workplace nursery scheme for major cost savings.