[Hiring] Support Operations Analyst @Aveni

Role Description

As a Support Operations Analyst, your primary focus will be making Support more scalable, proactive and effective. You’ll take day-to-day ownership of optimising our AI support agent, Intercom Fin, using performance data and conversation reviews to improve involvement, resolution and deflection.

• Author and test AI content, tune workflows and routing.
• Identify knowledge and automation gaps, and implement improvements.
• Provide second-line customer support when human investigation is required.
• Own key parts of customer-facing knowledge and Support operations.
• Coordinate customer-impacting incidents and recurring product issues.

What You’ll Be Doing

• Second-line Customer Support: Provide hands-on support for customer requests that require human investigation or cannot be resolved through AI or self-service.
• Incident & Problem Management: Act as a Support point of contact during customer-impacting incidents; triage and escalate high-priority issues.
• Technical Investigation: Diagnose and troubleshoot technical issues, gather evidence, and work with Product and Engineering for deeper investigation.
• Product Knowledge: Develop a strong understanding of Aveni’s products to support users effectively.
• Launch & Cross-functional Collaboration: Work with various teams to ensure Help Centre and Intercom content is accurate for new features and product launches.
• AI Support Optimisation: Take ownership of optimising the AI customer support experience, author and test content, and implement improvements.
• Knowledge Management: Maintain and improve Help Centre content and internal Support guidance.

Qualifications

• A strong interest in technology, SaaS, and AI.
• Solid problem-solving skills with a proactive, solutions-focused mindset.
• Clear and confident communication skills, with the ability to explain technical concepts in simple terms.
• Experience in a customer-facing or technical support role, ideally within B2B SaaS.
• Hands-on experience optimising AI customer support platforms such as Intercom Fin or Zendesk AI.
• Experience maintaining customer-facing knowledge bases or Help Centres.
• A collaborative team player who is comfortable working both remotely and independently.

Nice to Have

• Previous experience in a B2B SaaS or fintech environment, particularly supporting complex or regulated customers.
• Experience designing or running experiments to improve AI agents or self-service journeys.
• Experience using support and AI metrics to identify and prioritise improvements.
• Experience with incident and problem management practices.
• Experience working with Product and Engineering during high-priority incidents.

Benefits

• A collaborative and innovative work environment with career growth opportunities.
• 34 days holiday plus your birthday off (inclusive of bank holidays).
• Share options – we believe in shared success.
• Skills development – continuous learning is at our core.
• Remote and flexible working – remote, co-working spaces, or a mix of both.
• Life insurance, income protection and private health care.
• Freebies and discounts at a range of retailers.
• Emotional wellbeing support through an employee assistance programme.
• Cycle to work scheme.
• Pension scheme (employer contribution matched up to 5%).