Customer Support Associate

About UsLupa is building a category defining product the industry has never seen before.We're the AI-native operating system for veterinary practices and pet parents, replacing the fragmented, clunky systems vets have tolerated for years with a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. Practices run more efficiently, vets get back to doing what they love, and pet parents feel more connected to their animals' health than ever.The traction speaks for itself: founded in 2023 and already one of Europe's top 100 AI startups, with a team of 50 people, 10x growth in twelve months, the UK market leader, and now charging hard into the US and Europe. We have $25M in funding, 1M+ pets on the platform, and a buzzing HQ in Paddington, London.

We've attracted exceptional people from the likes of Palantir, Google, DeepMind, BCG, Meta, and AWS and we're just getting started.This is a rare chance to join a rocket ship at exactly the right moment and we're looking for exceptional people to help us fly it.In this role, you will:Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolutionDevelop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the teamIdentify, document, and escalate recurring issues to Success and Product with clear context and evidenceContribute to and maintain the internal knowledge base, writing documentation that reduces repeat queriesRepresent Lupa at client events and in direct customer conversations with confidence and credibilityMonitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve themYour background looks something like:Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional serviceExcellent written communication, your responses are clear, concise, warm, and free of jargonThe organisational ability to manage multiple open cases simultaneously without letting anything slipA proactive approach to product knowledge, you stay on top of new features and known issues without being remindedHands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have)Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have)Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have)As a person, you:Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explainingStay calm, clear, and constructive even when customers don’tHave a genuine drive to improve the support function, not just maintain itAre excited to work in-person from our Paddington, London HQ (or equivalent location)Value working with people who are kind, ambitious, and pragmaticWhat does success look like in 6 months?You can resolve any support query independently and know the product and internal processes inside outYou’re consistently hitting strong CSAT and resolution time metrics (SLAs)Your documentation contributions are saving the team real time every weekFind more English Speaking Jobs in United Kingdom on Arbeitnow