Customer Success Specialist

Job not on LinkedIn

🕒 May 15

🇬🇧 United Kingdom – Remote

💵 £30k - £35k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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MAST

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2018

🤝 B2B

👥 B2C

Design • B2B • B2C

MAST is a design practice based in Charlotte, N. C. , specializing in logo, print, and website design. The company focuses on helping small businesses develop and enhance their brand experiences through strategic design. With a multidisciplinary team consisting of experienced designers and communicators, MAST aims to deliver compelling visual and written content that resonates with audiences.

📋 Description

• Triage, investigate, and manage support requests from start to finish • Answer questions, investigate issues, improve support processes, create documentation • Spot recurring product friction, and turn customer conversations into ideas that shape the platform • Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks • Find repetitive questions and manual processes, then automate them through better tooling, documentation • Identify patterns in customer feedback, recurring pain points, confusing workflows • Write clear, practical help articles, FAQs, release notes, troubleshooting guides • Use AI tools to draft documentation, summarise issues, identify patterns, speed up repetitive work

🎯 Requirements

• Early in your career, a recent graduate, or looking for your first role in tech • Can work independently, spot what needs doing, and make progress without detailed instructions • Excellent written communication; can explain things clearly and calmly • Organised and detail-oriented, especially when managing multiple issues or follow-ups • Comfortable using AI tools and keen to keep learning as the technology evolves • Naturally inclined to ask, "How can this be easier next time?" • Comfortable working remotely and taking ownership of your time • Interested in software, fintech, lending, or complex workflows • Previous experience in customer support is not required • Previous experience in mortgages or financial services is not required • Technical skills or the ability to code is not required

🏖️ Benefits

• 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