Customer Support Analyst

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 ownYour 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 closedMeasurement. 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 solveFree 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 quietSupport 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 landThe 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.

Then follow it until the cause is fixed, not the symptomEscalation and response. Customers hear back in minutes, not tomorrow, and stay informed until it's genuinely resolved

What We're Looking For

You work without handholding. We'll give you context and a clear idea of what good looks like, not a daily listRepetition bothers you. Answering the same question by hand for the tenth time should feel like a bug you ownYou think past the ticket in front of you: why did this reach me at all, and what would stop the next fiftyYou reach for a number rather than a feeling.

You don't need to arrive knowing PostHog, just to enjoy turning a messy pile of tickets into a chart that settles an argumentYou'll advocate for users internally, including the ones who don't pay usYou're properly organised. Tickets, escalations, half-written articles and an invoice query all live at once, nothing quietly droppedYou write clearly and fast, to stressed non-technical people. Warm, unpatronising, honest when something's brokenYou've run something yourself: a society, a side project, a process you rebuilt in a part-time jobCharity sector experience and technical confidence are both real advantagesWhat good looks like after a yearThe top recurring queries from your first month no longer existSupport volume per customer has fallen while the company has grown, and we can see it on a dashboard you builtAnyone at Plinth can answer "are we getting better at support?" in thirty secondsYou can point at paid features that shipped better because free users hit the problems firstRecent graduates welcome.

We care more about how you think, write and organise yourself than what you've done before. If you want ownership rather than a narrow lane, this offers more range in a year than most graduate schemes manage in three.LogisticsLocation: London, Old Street (4 days a week in office)Hours: Full timeSalary: 40-50k depending on experienceFind Jobs in United Kingdom on Arbeitnow