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Customer Support Analyst

Plinth
London

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Job details

Full-time
£40,000 - £50,000 a year
2 days ago

Qualifications

Technical troubleshooting
Dashboard visualisation
Charity and third-sector experience
Ticket management
Content creation
Customer support
Customer interaction
Root cause analysis
Help desk

Full job description

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. Then follow it until the cause is fixed, not the symptom
Escalation 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 list
Repetition bothers you. Answering the same question by hand for the tenth time should feel like a bug you own
You think past the ticket in front of you: why did this reach me at all, and what would stop the next fifty
You 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 argument
You'll advocate for users internally, including the ones who don't pay us
You're properly organised. Tickets, escalations, half-written articles and an invoice query all live at once, nothing quietly dropped
You write clearly and fast, to stressed non-technical people. Warm, unpatronising, honest when something's broken
You've run something yourself: a society, a side project, a process you rebuilt in a part-time job
Charity sector experience and technical confidence are both real advantages

What good looks like after a year

The top recurring queries from your first month no longer exist
Support volume per customer has fallen while the company has grown, and we can see it on a dashboard you built
Anyone at Plinth can answer "are we getting better at support?" in thirty seconds
You can point at paid features that shipped better because free users hit the problems first

Recent 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.

Logistics

Location: London, Old Street (4 days a week in office)
Hours: Full time
Salary: 40-50k depending on experience

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