Support Operations Analyst

Job title: Support Operations Analyst Reporting to: Support Lead Location: Remote (UK based) Are you curious, analytical, and eager to grow in the world of SaaS and AI? Aveni is an award-winning technology company. We use advanced AI to enable scalable efficiency for financial services companies, combining world-leading Natural Language Processing (NLP) and Large Language Model (LLM) expertise with deep financial services domain experience to drive enterprise-wide productivity. Aveni harnesses the power of voice to drive unprecedented efficiency and oversight. We’re using the latest in AI to automate and innovate, empowering businesses to achieve exceptional productivity and compliance outcomes. We’re looking for a Support Operations Analyst to help us scale how customer support works through AI, automation, knowledge and strong operational processes. A core part of the role will be owning and improving our AI support experience: increasing the proportion of customer requests resolved through AI and self-service, continuously improving the content and workflows that power it, and using conversation data to identify new opportunities for automation. You’ll stay close to customers by providing second-line support when needed, while also improving our knowledge, incident and problem management practices.

About the Role

As a Support Operations Analyst, your primary focus will be making Support more scalable, proactive and effective. You’ll take day-to-day ownership of optimising our AI support agent, Intercom Fin, using performance data and conversation reviews to improve involvement, resolution and deflection. You’ll author and test AI content, tune workflows and routing, identify knowledge and automation gaps, and implement improvements that allow more customers to get the right answer without needing a human response. Alongside this, you’ll own key parts of our customer-facing knowledge and Support operations, help ensure we’re ready for product launches, coordinate customer-impacting incidents and recurring product issues, and provide second-line customer support where human investigation is required. What You’ll Be Doing Second-line Customer Support – Provide hands-on support for customer requests that require human investigation or cannot be resolved through AI or self-service. Troubleshoot issues, communicate clearly with customers and use these conversations to identify opportunities to improve Fin, documentation or product experience. Incident & Problem Management – Act as a Support point of contact during customer-impacting incidents: triage and escalate high-priority issues, coordinate with Engineering, maintain clear stakeholder and customer communications, and contribute recommendations that improve the process. For lower-impact bugs and recurring problems, work with Product and Engineering to maintain visibility and help ensure a healthy level of customer-impacting issues is picked up through sprint planning. Technical Investigation – Diagnose and troubleshoot technical issues, gather the right evidence and work confidently with Product and Engineering when deeper investigation is required. Product Knowledge – Develop a strong understanding of Aveni’s products to support users effectively and confidently. Launch & Cross-functional Collaboration – Work with Product, Marketing, Training & Enablement and Engineering to ensure Help Centre and Intercom content is accurate, and that customer documentation and Support readiness are in place for new features and product launches. AI Support Optimisation – Take day-to-day ownership of optimising our AI customer support experience. At Aveni we use Intercom Fin, but experience with Zendesk AI or similar platforms is equally relevant. Author, test and continuously improve the content and instructions that power Fin; tune workflows, routing and hand-off paths; review customer conversations to identify new deflection and automation opportunities; and implement improvements that allow more requests to be resolved before reaching the Support team. Own regular reporting on AI involvement, resolution and deflection rates, using the data to identify trends, prioritise experiments and demonstrate the impact of changes. Knowledge Management – Maintain and improve Help Centre content, FAQs and internal Support guidance, ensuring AI and human agents have accurate, useful knowledge to work from. Identify documentation gaps through conversation reviews, support trends and AI performance, and work with Product, Marketing and Training & Enablement to close them. What We’re Looking For A strong interest in technology, SaaS, and AI. Solid problem-solving skills with a proactive, solutions-focused mindset. Clear and confident communication skills, with the ability to explain technical concepts in simple terms. Experience in a customer-facing or technical support role, ideally within B2B SaaS, with confidence owning customer issues from first contact through to resolution or escalation. Hands-on experience optimising AI customer support platforms such as Intercom Fin, Zendesk AI or similar. We’re looking for evidence that you have actively improved how an AI agent performs — for example by authoring and testing content, tuning workflows or routing, reviewing conversations for deflection opportunities, and using involvement, resolution or deflection reporting to drive measurable improvements. Direct Fin experience isn't essential; the track record matters more than the platform. Experience maintaining customer-facing knowledge bases or Help Centres and turning support trends into clear, useful documentation. A collaborative team player who is comfortable working both remotely and independently.

Nice to Have

Previous experience in a B2B SaaS or fintech environment, particularly supporting complex or regulated customers. Experience designing or running experiments to improve AI agents, automation or self-service journeys in a customer support environment. Exper