At a Glance
- Tasks: Support our Customer Support team with data, tools, and AI to enhance customer experience.
- Company: Join a fast-growing AI-driven company transforming due diligence and risk intelligence.
- Benefits: Unlimited holidays, private health insurance, and a £1k professional development fund.
- Other info: Collaborate in a hybrid role with opportunities for career advancement.
- Why this job: Be part of a dynamic team that values your input and fosters your growth.
- Qualifications: Analytical skills and experience in B2B SaaS support environments preferred.
The predicted salary is between 45000 - 55000 £ per year.
We are looking for a highly analytical and execution-oriented Support Operations Specialist to strengthen our Support function through data, process, tooling, AI, and enablement. This is an individual contributor role responsible for ensuring our Customer Support team has the systems, workflows, insights, and automation needed to deliver an outstanding customer experience at scale.
If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!
Our preferred location is the London area for hybrid, in-person collaboration. You will be required to work in our Moorgate office for a minimum of two days a week.
- Own and administer Support tools.
- Partner with Product, Engineering, GTM and Ops to ensure integrations are stable and data flows correctly between systems.
- Design, implement, and maintain AI-driven support experiences such as chatbots, agent assist tools, summarisation, and workflow automation.
- Optimise AI/automation solutions for accuracy, containment, routing, and user experience.
- Analyse automation performance (involvement rate, deflection, false negatives/positives) and iterate based on data.
- Build dashboards and recurring reports on SLAs, volume, backlog, CSAT, first response, resolution, product areas, and trend analysis.
- Provide insights and recommend actions to improve efficiency, quality, and customer satisfaction.
- Collaborate with Support Leadership to develop playbooks, SOPs, and quality frameworks.
- Support the development and maintenance of internal knowledge bases and public Help Centres.
- Act as an operational bridge between Support, Product, Engineering, GTM, and Ops.
Experience working in B2B SaaS Support environments.
Exposure with Customer Support platforms.
Analytical skills and comfort working with data (e.g. dashboards, SQL, BI tools, spreadsheets).
Contributed to designing or optimising Support workflows, SLAs, and escalations.
Familiarity with CRM or data systems (Salesforce, HubSpot, Snowflake, Looker, Power BI, Tableau).
We are going to work with you to build a rewarding and fulfilling career with the opportunities, challenges and resources you need to do your best work. We succeed together - you will own a meaningful part of the business through our employee shares & equity programme. Private health insurance to keep you in tip-top condition. Life Insurance – let's hope nobody ever needs this! Unlimited holidays – yes, it really is uncapped – take the time you need, when you need it. Everyone is learning, developing and challenging themselves so we have a £1k professional development fund per year if you want to learn new skills, even new things outside of work. Most importantly of all, we will work with you, to help you realise your fullest potential, always.
Field Operations Support Associate in London employer: Xapien
At Xapien, we pride ourselves on being an exceptional employer, particularly for the Field Operations Support Associate role based in our vibrant Moorgate office. Our collaborative work culture fosters innovation and growth, offering unlimited holidays, private health insurance, and a generous professional development fund to support your career aspirations. Join us to be part of a fast-growing company that values your contributions and empowers you to make a meaningful impact in the world of AI-driven due diligence.
