At a Glance
- Tasks: Assist customers with technical issues and ensure they have a smooth experience on our platform.
- Company: Join Xelix, a fast-paced scale-up revolutionising financial controls with AI solutions.
- Benefits: Enjoy a competitive salary, hybrid working, generous leave, and a personal development budget.
- Other info: Fun team culture with regular socials and an annual retreat.
- Why this job: Be part of a dynamic team, make an impact, and grow your skills in tech and customer support.
- Qualifications: 1+ year in a customer-facing role; Python skills are essential.
The predicted salary is between 30000 - 40000 € per year.
About us
At Xelix, we work with some of the world’s largest companies to automate and strengthen their financial controls. Our AI solutions redefine how Accounts Payable teams operate - moving from manual processes to automated, intelligent workflows. Xelix is a fast-paced scale-up - things move fast and expectations are high. We raised our Series B with Insight Partners in June 2025 and are expanding aggressively, whilst remaining profitable. We have over 100 talented people pulling together to achieve our goals. Everyone is trusted to take ownership, move fast and have a meaningful impact. We prioritise personal and professional growth, keep things fun & we love to celebrate a milestone together. In this role you’ll grow, be challenged and help shape the future of Xelix. If you’re excited about building something special with us, we’d love to hear from you.
About the role
The Support Analyst assists customers with addressing any issues they have with the Xelix platform. They are responsible for reviewing tickets raised by the customers and resolving them in an expedient manner. This is an exciting role working that collaborates regularly with numerous other functions within the company, like Customer Support, Professional Services, Product and Engineering. The role is critical in ensuring that any customers of Xelix are able to use the platform as designed. The ability to trouble‑shoot and resolve technical issues is a key element of the role. The successful candidate would have excellent technical acumen, organisational and communications skills and a drive to ensure the client experience matches our culture and helps build enduring relationships with our customers. This role be ideal for a candidate looking to leverage and hone their existing technical skills (like Python) whilst getting the opportunity to develop a skill set in project management and customer support. They will be a proactive, resourceful multitasker with at least one year of experience in a customer facing role. You’ll excel here if you love helping people, have strong problem‑solving skills, and can adapt quickly to changing priorities in a collaborative environment. Experience in customer support, accounting or accounts payable is a plus but not required.
What you'll be doing
- Proactively handle technical and non‑technical customer queries, providing efficient and effective solutions.
- Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers.
- Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements.
- Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns.
- Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources.
- Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.
- Assist in platform maintenance activities such as:
- Checking the data logs to proactively highlight any issues with Live customers usage of the platform
- Assisting the Support team members with any error resolution on customer files or platform
- Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers
- Supporting ad‑hoc queries from Customer Success teams on platform behaviour
What you’ll bring
- Experience: At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required.
- Adaptability: Strong time management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast‑paced environment, effectively multitasking and handling shifting priorities.
- Customer‑Centric Mindset: A customer‑first approach, with a genuine passion for helping customers feel valued and heard.
- Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem‑solving skills. Python proficiency is mandatory and will be tested during the recruitment process.
- Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service.
- Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences.
- Education: Bachelor’s degree or equivalent experience, preferably in a related field.
What we offer in return
- Competitive salary of £35,000 to £40,000 depending on experience
- 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
- Hybrid working with two days a week from our dog‑friendly Hoxton office
- On‑site gym and cycle to work scheme
- Employee discount at over 100 retailers
- Comprehensive private medical & dental cover with Vitality
- Enhanced parental leave pay
- Learning & development culture – £1,000 personal annual budget
- We’re carbon‑neutral and are working towards ambitious carbon reduction goals
- Lots of team socials & activities
- Annual team retreat
Want to learn more?
We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!
This is a full‑time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.
Interview Process
While the exact process may vary slightly depending on the role, our typical interview stages are:
- Introductory Call – A short Teams conversation with a Talent Partner to discuss your background and the opportunity.
- Hiring Manager Interview – A 30–45 minute Teams meeting to explore your experience and fit for the team.
- Technical Task or Presentation – A role‑relevant exercise to demonstrate your skills and approach.
- Final On‑site Interview – An in‑person meeting with our senior leadership team and co‑founders at our office.
We strive to make the process clear, efficient, and respectful of your time.
Associate Product Support Analyst employer: Xelix
At Xelix, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture. Our commitment to personal and professional growth is evident through our generous learning budget and supportive environment, where every team member is encouraged to take ownership and make a meaningful impact. With competitive salaries, flexible hybrid working arrangements, and a focus on employee well-being, including comprehensive health benefits and team-building activities, Xelix is the perfect place for those looking to thrive in a fast-paced scale-up environment.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Product Support Analyst
✨Tip Number 1
Get to know Xelix inside out! Familiarise yourself with their products and services, especially how they automate financial controls. This will not only help you in interviews but also show your genuine interest in the company.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those technical questions! Brush up on your Python skills and be ready to demonstrate your problem-solving abilities. Practice common scenarios you might face as a Support Analyst to show you’re ready to tackle challenges head-on.
✨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 the Xelix team!
We think you need these skills to ace Associate Product Support Analyst
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about helping customers and being part of our fast-paced team at Xelix.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience, especially in customer-facing roles. We love seeing how your skills align with what we do, so don’t hold back on showcasing your technical acumen!
Be Clear and Concise:In your written application, clarity is key. Use straightforward language and get straight to the point. We appreciate direct communication, so make it easy for us to see why you’d be a great fit!
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’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Xelix
✨Know Your Product Inside Out
Before the interview, dive deep into Xelix's platform and its features. Understand how it automates financial controls and enhances Accounts Payable processes. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or technical problems. Highlight your analytical skills and how you approach troubleshooting, as this is crucial for the Associate Product Support Analyst role.
✨Communicate Clearly and Effectively
Practice articulating your thoughts clearly and concisely. Since effective communication is key in this role, consider doing mock interviews with friends or family to refine your verbal and written communication skills.
✨Demonstrate Your Adaptability
Be ready to discuss how you've thrived in fast-paced environments before. Share specific instances where you managed multiple priorities or adapted to changing situations, as this will resonate well with Xelix's dynamic culture.
