Customer Success Specialist

🔥 9 minutes ago

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Mast

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💳 Fintech

☁️ SaaS

🤝 B2B

💰 $1.5M Seed Round - Mast on 2022-06

Fintech • SaaS • B2B

Mast is a cloud-native, configurable lending platform that builds specialist and complex mortgage origination tools for lenders and brokers. Its self-service, modular components let lenders create bespoke application journeys, automate tasks, and improve underwriting and decision-making with better packaged applications and integrations. Mast emphasizes fast implementation, scalable infrastructure, enterprise-grade security (ISO27001, CyberEssentials Plus), and is positioned as a B2B fintech/SaaS provider for mortgage lenders and intermediaries in the UK market.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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