[Hiring] Customer Support & Operations Associate @PlannerPal

Role Description

This is an opportunity to join a fast-growing UK wealthtech company at a pivotal stage of growth.

Tasks

• Customer Support & Issue Resolution
  • Act as the first line of support for client queries across the PlannerPal platform
  • Triage, diagnose, and resolve user issues efficiently, escalating where required
  • Work closely with internal teams (Product, Engineering, Customer Success) to ensure timely resolution
  • Maintain high-quality communication with clients, ensuring clarity and responsiveness
• Automated Support System Ownership
  • Own and manage PlannerPal’s automated customer support systems (including AI-driven support tools)
  • Continuously improve automated responses, workflows, and support processes
  • Identify opportunities to reduce manual support through automation and optimisation
  • Monitor support performance metrics and suggest improvements
• Client Experience & Operations
  • Support the wider Customer Success team in delivering a smooth client experience
  • Help maintain internal documentation, support materials, and knowledge bases
  • Assist in onboarding support activities and user access queries
• Sales & Business Development Support
  • Provide administrative support to Sales and Business Development teams
  • Assist with CRM updates, data entry, and maintaining accurate records
  • Support coordination of meetings, demos, and client communications
  • Help ensure smooth internal processes across the commercial function

Qualifications

• Understanding of financial advice processes and adviser workflows
• Familiarity with CRM systems used in financial advice, particularly Iress Xplan
• Awareness of working within FCA-regulated environments

Requirements

• Experience in customer support, client services, or operations
• Background working in a wealth management firm (e.g. adviser support, admin, paraplanning support) or supporting financial services clients in a technology business
• Experience handling client queries in time-sensitive or high-pressure environments
• Experience using CRM systems and managing client data

Desired Experience

• Experience working in a fast-paced start-up or scale-up environment
• Exposure to AI tools, automation, or digital platforms
• Experience supporting sales or business development teams
• Familiarity with support ticketing systems or knowledge base tools

Skills & Attributes

• Strong problem-solving skills and ability to troubleshoot issues quickly
• Excellent communication skills, both written and verbal
• High attention to detail, particularly when handling client data and documentation
• Ability to prioritise effectively and manage multiple requests simultaneously
• Proactive and organised, with a strong sense of ownership
• Comfortable working in a fast-moving environment where processes are evolving

Benefits

• Competitive salary + pension + employee share options
• Remote-first work environment (UK-based team)
• Regular team meet-ups to foster collaboration and culture
• Transparent, open environment where your voice is valued
• Opportunity to grow into broader Customer Success or Operations roles as we scale
• Fast-growing start-up environment

Why Join Us?

You’ll be at the front line of how clients experience PlannerPal, playing a key role in ensuring our platform delivers real value to financial advisers and their clients. As part of a fast-growing team, your work will directly influence client satisfaction, retention, and the overall success of the business.

If this sounds like the kind of environment where you’d thrive, we’d love to hear from you.

Interested? Send your CV and a short note on why you’re excited about our mission, along with your relevant experience. We review every application carefully.