Customer Success Specialist

About This Opportunity

We are representing a confidential UK fintech client who is transforming the specialist lending technology space. They're building modern, cloud-native platforms that help regulated lenders process applications faster and deliver better experiences.

This Customer Success Specialist role is perfect for a recent graduate or early-career professional who wants to break into tech. No prior customer support or technology experience is required—what matters most is your attitude: curiosity, reliability, organization, eagerness to learn, and willingness to get stuck in.

You'll help lenders, brokers, and internal teams get the most out of the platform. This isn't a traditional support role—you'll answer questions, investigate issues, improve support processes, create documentation, spot recurring product friction, and turn customer conversations into ideas that shape the product. Over time, this role has the potential to grow into leading the customer support function as the company scales.

Responsibilities

• Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping stakeholders informed
• Build deep knowledge of the platform, including lending journeys, forms, policy prompts, automations, integrations, product configuration, and workflows
• Help design the support operating system: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards
• Identify 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, summarize issues, identify patterns, write clearer responses, and speed up repetitive work

What We're Looking For

Essential qualities (experience not required):

• Recent graduate or early in your career—no previous customer support, fintech, mortgage, or software experience necessary
• Great attitude and genuine desire to learn quickly
• Reliable, thoughtful, and willing to take ownership
• Able to work independently, spot what needs doing, and make progress without detailed instructions
• Clear and calm written communication skills
• Organized and detail-oriented, especially when managing multiple issues or follow-ups
• Comfortable asking questions when something is unclear
• Enjoy solving problems and making things easier for others
• Curious about technology, software, and AI
• Comfortable working remotely and managing your own time
• Naturally ask, "How can this be easier next time?"

Nice to have:

• Familiarity with tools like Notion, Slack, Linear, Jira, Zendesk, Intercom, HubSpot, Loom, or AI tools like ChatGPT and Claude
• Experience from university projects, internships, part-time work, or customer-facing roles
• Interest in product management, customer success, operations, automation, or fintech
• Experience writing clear documentation, guides, or process notes

How We Work With You

Our talent team at Get A Job.ai partners with innovative companies to connect them with exceptional candidates. When you apply through our platform, a dedicated recruiter will review your profile and conduct an initial screening. If there's a strong match, we'll submit your application to our client and guide you through their interview process.

Please apply only through Get A Job.ai—do not contact the client directly. We manage all communication and coordination to ensure the best experience for everyone involved.

Pay

Pay via Get A Job.ai has not been specified for this role. Compensation details will be discussed during the screening process.

Additional Benefits Include:

• Stock options
• 25 days holiday plus bank holidays
• 4-10 weeks work from anywhere, based on tenure (UK-based roles)
• Health insurance
• Pension plan
• Equipment budget
• Learning and development budget
• Cycle to Work Scheme
• Monthly team socials and quarterly team meetups
• Flexible working culture with optional central London office access

Location: UK Remote

Employment Type: Full-time, permanent

Target Start Date: Immediate

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.