Support Operations Analyst

🔥 13 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aveni

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

💸 Finance

☁️ SaaS

Artificial Intelligence • Finance • SaaS

<Aveni> is a technology company that builds NLP-powered, compliance-focused AI solutions for the financial services industry. It offers products such as Aveni Assist (an AI meeting assistant that automates adviser admin, CRM updates and report generation), Aveni Detect (automated QA, risk and vulnerability detection across customer interactions) and FinLLM (a finance-specific language model). Aveni provides ready-to-deploy and bespoke/co-developed AI for SMEs, mid-sized firms and enterprises, emphasizing data security, traceability and regulatory/compliance monitoring (Consumer Duty) to improve adviser productivity and quality assurance.

📋 Description

• Provide second-line customer support for requests requiring human investigation • Troubleshoot issues, communicate with customers, and identify improvements to AI, documentation, or product experience • Act as a Support point of contact during customer-impacting incidents • Triage and escalate high-priority issues • Coordinate with Engineering and maintain stakeholder and customer communications • Contribute recommendations to improve incident processes • Work with Product and Engineering to track lower-impact bugs and recurring problems through sprint planning • Diagnose and troubleshoot technical issues and gather evidence for deeper investigations • Develop strong product knowledge to support users effectively • Collaborate with Product, Marketing, Training & Enablement, and Engineering on Help Centre and Intercom content • Ensure customer documentation and Support readiness for new features and product launches • Optimise Aveni’s AI customer support experience using Intercom Fin or similar platforms • Author and test AI content, tune workflows, routing, and hand-off paths • Review customer conversations to identify deflection and automation opportunities • Report on AI involvement, resolution, and deflection rates and use data to prioritise experiments • Maintain and improve Help Centre content, FAQs, and internal Support guidance • Identify documentation gaps and work cross-functionally to close them

🎯 Requirements

• 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 • Confidence owning customer issues from first contact through to resolution or escalation • Hands-on experience optimising AI customer support platforms such as Intercom Fin, Zendesk AI or similar • Experience authoring and testing AI support content, tuning workflows or routing, reviewing conversations for deflection opportunities, and using involvement, resolution or deflection reporting to drive improvements • Experience maintaining customer-facing knowledge bases or Help Centres • Experience turning support trends into clear, useful documentation • Comfortable working remotely and independently • Previous B2B SaaS or fintech experience, particularly supporting complex or regulated customers, is nice to have • Experience designing or running experiments to improve AI agents, automation or self-service journeys is nice to have • Experience using support and AI metrics such as SLA, CSAT, involvement, resolution and escalation trends is nice to have • Experience with incident and problem management practices, escalation, stakeholder communication, root cause analysis and continuous improvement is nice to have • Experience working with Product and Engineering during high-priority incidents and managing lower-impact bugs through a backlog or sprint-based process is nice to have • Must be based in the United Kingdom • Must be legally authorised to work in the United Kingdom

🏖️ Benefits

• 34 days holiday plus your birthday off (inclusive of bank holidays) • Share options • Skills development and continuous learning • Remote and flexible working – remote, co-working spaces, or a mix of both • Life insurance • Income protection • Private health care • Freebies and discounts at a range of retailers • Employee assistance programme with access to 24/7 employee counselling and emotional support • Cycle to work scheme • Pension scheme with employer contribution matched up to 5%

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