Customer Support Associate

<p style="min-height:1.5em"><strong>About Us</strong></p><p style="min-height:1.5em">Lupa is building a category defining product the industry has never seen before.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>In this role, you will:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Identify, document, and escalate recurring issues to Success and Product with clear context and evidence</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Represent Lupa at client events and in direct customer conversations with confidence and credibility</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Your background looks something like:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Excellent written communication, your responses are clear, concise, warm, and free of jargon</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">The organisational ability to manage multiple open cases simultaneously without letting anything slip</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have)</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>As a person, you:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Stay calm, clear, and constructive even when customers don’t</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Have a genuine drive to improve the support function, not just maintain it</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Are excited to work in-person from our Paddington, London HQ (or equivalent location)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Value working with people who are kind, ambitious, and pragmatic</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What does success look like in 6 months?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You can resolve any support query independently and know the product and internal processes inside out</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You’re consistently hitting strong CSAT and resolution time metrics (SLAs)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Your documentation contributions are saving the team real time every week</p></li></ul><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>