At a Glance
- Tasks: Support our Customer Support team with data, tools, and automation for an outstanding experience.
- Company: Join Xapien, a fast-growing AI-driven company transforming due diligence.
- Benefits: Enjoy unlimited holidays, private health insurance, and a £1k professional development fund.
- Other info: Collaborate across teams and drive innovation in a rapidly evolving industry.
- Why this job: Shape the future of due diligence while making a real impact in a dynamic environment.
- Qualifications: Experience in B2B SaaS support and familiarity with customer support platforms.
The predicted salary is between 45000 - 55000 £ per year.
The Role
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.
Here's what you will be responsible for
- Own and administer Support tools (e. g. Intercom, Zendesk or equivalent).
- Partner with Product, Engineering, GTM and Ops to ensure integrations are stable and data flows correctly between systems.
- Configure and maintain workflows, automations, SLAs, triggers and routing rules.
- 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.
- Monitor operational KPIs and flag deviations early.
- Document internal workflows and knowledge to ensure operational consistency.
- 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.
Your Skills & Experience
- Experience working in B2B Saa S Support environments
- Exposure with Customer Support platforms (e. g., Intercom, Zendesk or equivalent).
- Exposure working with & maintaining
AI and automation solutions (e. g., chatbots, agent assist, workflow automation).
- Analytical skills and comfort working with data (eg. dashboards, SQL, BI tools, spreadsheets).
- Contributed to designing or optimising Support workflows, SLAs, and escalations.
- Ability to document processes clearly and communicate with both technical and non-technical audiences.
- Ability to work independently and drive structured outcomes without direct authority.
- Nobody can do everything but here's a few related things we're interested in:
- Familiarity with LLM or generative AI concepts (prompting, grounding, evaluation, hallucination prevention).
- Understanding of automation platforms (e. g., Zendesk Bot, Intercom Fin, Ada, Forethought, Decagon, or Zapier).
- Familiarity with CRM or data systems (Salesforce, Hub Spot, Snowflake, Looker, Power BI, Tableau).
- Exposure to incident management programs (Pager Duty, Status Page, Incident. io).
- Basic understanding of APIs, logs, or product usage analytics in a Saa S context.
About Us
Every business needs to know who they’re really working with whether it’s suppliers, investors, partners, or third parties.
At Xapien, we’re reinventing how organisations do that, combining speed, scale and accuracy with cutting-edge AI.
Since 2018, we’ve grown from a deep-tech startup to a global player in AI-driven due diligence and risk intelligence. 2024 was a landmark year as we closed a $10M Series A, earned recognition in the Chartis Risk Tech100® and Everest Group’s Leading 50™, and expanded our products, markets and customer base.
2025 was even bigger
With new regulations, rising compliance pressure and growing reputation risks, organisations everywhere are demanding smarter, faster ways to work and they’re turning to us.
Customers worldwide from global law firms and private banks to universities and nonprofits rely on Xapien to turn days of manual research into trusted insights, delivered in minutes.
Our momentum so far
Customers in a diverse range of industries, with particular growth in wealth management, financial services and supply chain onboarding.
Demand accelerating beyond our UK headquarters, across multiple continents with new customers in the Middle East, Asia, and Oceania.
Why this is an exciting time to join
This isn’t just another job role; it’s an opportunity to shape the future of the due diligence industry with a market-leading product trusted by global organisations.
Whether you’re in marketing, communications, sales, or finance, you’ll play a critical role in driving growth, building credibility, and defining how we connect our product to a rapidly evolving market.
We’re scaling fast with more customers, more releases, and bigger regulatory and market challenges.
Expectations are rising, due diligence now means real-time insight, delivered efficiently and with impact.
You won’t just be executing campaigns, closing deals, or managing numbers, you’ll be influencing strategy, optimising processes, and helping position a brand that’s setting the new standard for trust and transparency.
For people who love learning, innovating, and making an impact that matters now is the moment to be a part of Xapien.
Here’s our promise to you
- We are going to work with you - to build a rewarding and fulfilling career with the opportunities, challenges and resources you need to do you 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.
Support Operations Specialist in Slough employer: Xapien
At Xapien, we pride ourselves on being an exceptional employer that fosters innovation and collaboration. Our vibrant work culture encourages continuous learning and professional growth, providing ample opportunities for mentorship and skill development. Located in a dynamic environment, we offer competitive benefits and the chance to make a meaningful impact on our cutting-edge AI-driven solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Support Operations Specialist in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xapien. 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 Xapien 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 Support Operations Specialist in Slough
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 Xapien:Your cover letter is your chance to shine! Tell us why you want to work at Xapien 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 Xapien!
How to prepare for a job interview at Xapien
✨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.
