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
✨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 London
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.
