Customer Support Analyst

Descripción del puesto

TLDR: Plinth builds software for charities, foundations and funders. 13,000+ UK organisations use us, we add 7+ clients a month, and we ship constantly. We're hiring someone to own support as a system rather than work a queue. You'll be the first person customers reach, but you'll be judged on whether fewer of them need to reach you next quarter, and on being able to prove it. You'll also own free Plinth, which exists because it's good for the sector and because it's where we learn fastest. A strong first or second job: you'll touch support, product, engineering and operations in your first month. What you'll own Your own workload. You start as first responder in Intercom, and your job is to make that role smaller every quarter. Falling volume with rising satisfaction is the metric, not tickets closed Measurement. PostHog, Intercom and Linear are yours: the ticket tagging that makes volume analysable, the dashboards showing where users get stuck, the view of whether fixes shipped and queries stopped. Right now we can't see our own support data clearly enough to know if we're improving. That's your problem to solve Free Plinth. Thousands of small charities who could never afford software like this get it anyway, and they test new functionality at volume. You own their experience and argue their case internally, and know when it will make the product better for everyone. Self-serve. Help articles, in-app guidance, website content and the chatbot behind them. A product with an audience, not a wiki that gets tidied when things are quiet Support tooling. Find the queries that shouldn't need a human, then build or spec the thing that removes them: a status page, a clearer error message, an automation, a self-serve action. You're expected to spot it, make the case and see it land The loop into product. Recommendations backed by evidence, not anecdote: here's the query volume, here's the funnel showing where it starts, here's what we change, here's how we'll know it worked.