Customer Success Specialist

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Mast

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

Gegründet 2020

💳 Fintech

☁️ SaaS

🤝 B2B

💰 €1.460.995 Seed Round - Mast im 2022-06

Fintech • SaaS • B2B

Mast ist eine Cloud-native, konfigurierbare Kreditplattform, die spezialisierte und komplexe Hypotheken-Tools für Kreditgeber und Makler entwickelt. Ihre Self-Service-Module ermöglichen Kreditgebern die Erschaffung maßgeschneiderter Antragsprozesse, die Automatisierung von Aufgaben und die Verbesserung der Kreditvergabe und Entscheidungsfindung durch besser integrierte Anwendungen. Mast legt Wert auf schnelle Implementierung, skalierbare Infrastruktur und Unternehmenssicherheit auf hohem Niveau (ISO27001, CyberEssentials Plus) und positioniert sich als B2B-Fintech/SaaS-Anbieter für Hypothekenkreditgeber und Zwischenhändler auf dem britischen Markt.

Beschreibung

• Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed. • Build deep knowledge of Mast's platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows. • Help design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards. • Look for repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes. • Identify patterns in customer feedback, recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input. • Write clear, practical help articles, FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks. • Use AI tools to draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work.

🎯 Anforderungen

• Have a great attitude and want to learn quickly • Are reliable, thoughtful, and willing to take ownership • Can work independently, spot what needs doing, and make progress without needing detailed instructions every time • Communicate clearly and calmly in writing • Are organised and detail-oriented, especially when managing several issues or follow-ups at once • Are comfortable asking questions when something is unclear • Enjoy solving problems and making things easier for others • Are curious about technology, software, and AI • Are comfortable working remotely and managing your own time • Naturally ask, “How can this be easier next time?” • Familiarity with tools like Notion, Slack, Linear, Jira, Zendesk, Intercom, HubSpot, Loom, Metabase, or AI tools like ChatGPT and Claude • Experience from university projects, internships, part-time work, customer-facing roles, or startup environments • Interest in product management, customer success, operations, automation, or fintech • Experience writing clear documentation, guides, or process notes

🏖️ Vorteile

• Stock Option Plan • 25 days holiday + bank holidays • 4 - 10 weeks work from anywhere, based on tenure (for UK based roles) • Vitality Health insurance • Pension plan • Equipment budget • Learning & development budget • Cycle to Work Scheme • Monthly team socials + Quarterly Team Meet-ups @ HQ • Digital-first, employee-first company with a flexible working culture + Central London HQ