At a Glance
- Tasks: Be the first line of support, solving customer issues and shaping our support function.
- Company: Join a fast-growing startup transforming the IP landscape with cutting-edge AI technology.
- Benefits: Competitive salary, equity, private medical insurance, and free meals.
- Other info: Opportunity to shape customer support in a dynamic, high-growth environment.
- Why this job: Make a real impact in customer experience while working with smart, ambitious teams.
- Qualifications: Strong communication skills and a genuine interest in customer success.
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.
About the role
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. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn't scale, and it doesn't give customers the speed they deserve. You will fix that.
You'll be responsible for:
- 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.
This is a dedicated customer support role, the first of its kind at Solve. Some of the work is genuinely grunt work. The trade is that you get to shape how customer support runs at Solve, in a company where every hire is treated as a multiplier.
About you
We're open about your background. We’ve identified two profiles that may work well for this role:
- Engineering graduates or early-career engineers who want to support client success, triage requests with real technical depth, and use their engineering skills to accelerate Solve.
- Paralegals or legal operations specialists with IP or patent exposure, comfortable in technical environments, and ready to build something with real ownership.
The common thread is having a builder mentality. You should be the kind of person who fixes the thing rather than logs it.
Essential:
- 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.
What we offer
- Competitive base salary depending on skill and experience.
- Significant equity — we want you to take ownership in Solve Intelligence and share in the success that lies ahead.
- Full visa sponsorship.
- Opportunity to work with a super smart and ambitious group of people building something people want.
- Private medical insurance.
- Free meals.
About Solve Intelligence
Solve Intelligence is the fastest-growing startup transforming the IP landscape. Solve's AI platform manages everything from invention harvesting and patent generation through to litigation and licensing.
Growth: 20–30% MoM revenue growth; selling to 600+ global IP teams across 6 continents (DLA Piper, tech giants, boutiques, etc); 8 figures of ARR — all just ~2 years since we started.
Backing: $55M backing from YC, 20VC, Microsoft, Thomson Reuters, and the founders of top companies like Stripe, Perplexity, Tinder, Deel, Hugging Face, and Canva.
Impact: 50–90% efficiency and quality improvements.
We're on a high-growth trajectory, and we're looking for people who want to join us on the journey to building a generational AI company.
Customer Support Specialist in London employer: Solve Intelligence
At Solve Intelligence, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. As a Customer Support Specialist, you'll have the unique opportunity to shape our customer support function while working alongside some of the brightest minds in AI and law. With competitive salaries, significant equity, private medical insurance, and a commitment to employee growth, we ensure that every team member feels valued and empowered to make a real impact in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Solve Intelligence, its products, and its culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with demanding customers, think of common issues they might face and how you'd resolve them. This will prepare you for those tricky questions during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our rocket ship!
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Show Your Passion for Customer Support:When you're writing your application, let us see your genuine interest in customer experience. Share any past experiences where you've gone above and beyond to help customers, whether it was in a job, a side project, or even just helping friends out.
Nail the Written Communication:Since most of your work will be written, make sure your application reflects strong written communication skills. Use clear, concise language and pay attention to grammar and tone. Remember, our customers are precise about language, so show us you can be too!
Highlight Your Problem-Solving Skills:We love candidates who have a builder mentality! In your application, give examples of how you've tackled challenges head-on. Whether it's fixing a tech issue or streamlining a process, show us that you don't just log problems—you solve them.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we want to make this process as smooth as possible for you!
How to prepare for a job interview at Solve Intelligence
✨Know Your Product Inside Out
Before the interview, make sure you understand how the AI product works and what problems it solves for customers. Familiarise yourself with common issues users face and think about how you would address them. This will show your genuine interest in customer experience and your readiness to jump in.
✨Demonstrate Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Be ready to discuss how you triaged requests and provided solutions, as this role is all about owning the first response and resolving tickets efficiently.
✨Communicate Clearly and Confidently
Since most of your work will be written, practice articulating your thoughts clearly. You might even want to draft responses to potential customer queries. This will help you convey the right tone and accuracy, especially when dealing with senior partners who expect professionalism.
✨Show Your Builder Mentality
During the interview, highlight instances where you've taken initiative to improve systems or processes. Discuss how you’ve built something from scratch or contributed to a project that required ownership. This aligns perfectly with the company’s need for high-agency individuals who can shape customer support.
