At a Glance
- Tasks: Be the first line of support, solving customer issues and improving their experience.
- Company: Join a fast-paced AI company shaping the future of customer support.
- Benefits: Competitive pay, flexible hours, and opportunities for growth in a dynamic environment.
- Other info: Work closely with talented teams and contribute to building a new support function.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge AI technology.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Are you the kind of person who genuinely enjoys solving problems, and wants to do it inside a company that’s moving fast? Do you want to shape a function as it’s being built, learn how a real AI product works, and be in the room when decisions get made? This is your chance to join a rocket ship. We are looking for sharp, high-agency people to be the first line of support for our customers. You’ll be joining the most lean, talent-dense, and fast-moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high. Our customers are patent attorneys at top law firms and in-house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time.
Responsibilities
- Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels.
- Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve.
- Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately.
- Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask.
- Feeding customer insights back into the product. You’ll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next.
- Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end.
- Helping us figure out what good customer support looks like at Solve, then making it real.
Qualifications
- The role is for candidates who have a builder mentality and are the kind of person who fixes the thing rather than logs it.
- Genuine interest in customer experience, and evidence you’ve cared about it before. This might be a startup you’ve worked at, a side project, or a role where you’ve owned support, customer success, or service delivery directly.
- Strong written communication. Most of your work will be written, and our customers are precise about language.
- High agency. You spot the gap, you close it. You don’t wait for someone to tell you what to do.
- The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration.
- Nice to have: Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK). Or a computer science, engineering, or hard-science degree.
- Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar).
- Familiarity with AI products, prompt design, or evaluation workflows.
- Comfort with technical products. You don’t need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly.
Note: This description reflects the responsibilities and qualifications for the role and does not include non-role content about company growth or founder bios.
Customer Support Specialist in City of Westminster employer: Solve Intelligence
At Solve, we pride ourselves on fostering a dynamic and innovative work environment where every team member plays a crucial role in shaping the future of AI-driven customer support. As a Customer Support Specialist, you'll not only have the opportunity to directly impact our customers' experiences but also benefit from a culture that values collaboration, continuous learning, and personal growth. Located in a fast-paced setting, you will work alongside talented professionals, gaining insights into cutting-edge technology while contributing to the development of best practices in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solve Intelligence. 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 Solve Intelligence 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 Support Specialist in City of Westminster
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 Solve Intelligence:Your cover letter is your chance to shine! Tell us why you want to work at Solve Intelligence 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 Solve Intelligence!
How to prepare for a job interview at Solve Intelligence
✨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.
