At a Glance
- Tasks: Drive AI support and enhance customer experience through innovative projects and data analysis.
- Company: Join Raylo, a fast-paced tech company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy competitive perks like stock options, private medical insurance, and a generous leave policy.
- Other info: Fast-track your career with bi-annual promotions and a supportive learning environment.
- Why this job: Be at the forefront of AI in customer support and make a real impact on user experience.
- Qualifications: 1-2 years in customer experience or operations, with strong analytical and problem-solving skills.
The predicted salary is between 40000 - 50000 £ per year.
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. AI is at the centre of how we work. We do not ration access, we use the best models, and we expect everyone on the team to push the tools harder than we currently do. 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. Fin, our AI support agent, is now one of Operations’ biggest efficiency levers, and this role owns much of the day‑to‑day work that keeps it sharp, accurate and improving every week.
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. You’ll be the first responder on customer‑impacting issues like copy, routing rules, opening hours, broken links. You’ll also partner on procedure builds and grow into owning builds end to end.
- 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. Over time, you’ll become the in‑house expert and the go‑to for anything that needs real platform depth.
- Keep support content current. Maintain the Help Centre, articles and supporting content, coordinate 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). Run ad‑hoc analysis, help maintain the automation‑rate and CSAT forecasts, and keep dashboards current.
- Stay close to the customer voice by reviewing conversations, reading Trustpilot reviews and spending time with Customer Ops.
- 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. We expect you to push these tools harder than we do, and to tell us when there’s a better one we should be using.
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. Much of this role is working out why our AI agent responded the way it did and getting to the root cause. You use AI to move fast, but you’re the one who decides whether it’s found the cause, and sometimes you dig it out yourself.
- Deep curiosity and fluency with frontier AI tools. You use Claude or ChatGPT daily, you’ve tried agentic tools, you read the model releases when they drop, and you have a view on how AI changes customer support and operations over the next few years.
- Built something with AI. An automation, a small app, a research tool, a side project that does real work or other examples.
- Strong analytical skills. You’re confident in Excel or Google Sheets and tools like Looker, and you can pull the data, find the cause of a problem and write it up clearly. Most of our team writes SQL daily, often with Claude helping, and if you’re not there yet, you’ll get there quickly.
- Hands‑on with customer and comms tooling. You’ve worked in platforms like Intercom, Customer.io, Zendesk or similar, building workflows, triggered campaigns or automations, and you pick up new tools fast.
- Strong communication skills. You’re comfortable asking for help, flagging issues early, and keeping teammates in the loop. You can explain things clearly and adapt your style depending on who you’re talking to.
- Comfort with ambiguity. The work is fast‑paced and customer‑impacting, and you’ll often be deciding what to build, what to fix and what to elevate. You’ll need to be proactive, disciplined and gritty to ship fixes, deliver projects and keep momentum.
Opportunities & Benefits
- Fast‑track your career – 40% of our employees are promoted every review cycle (bi‑annual)
- Exclusive Raylo device subscription for employees
- Private Medical Insurance
- 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
StudySmarter Expert Advice🤫
We think this is how you could land Senior Analyst - AI Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Story Terrace Inc.. 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 Story Terrace Inc. 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 Senior Analyst - AI Support
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 Story Terrace Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Story Terrace Inc. 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 Story Terrace Inc.!
How to prepare for a job interview at Story Terrace Inc.
✨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.
