Support Operations Analyst - Aveni

Aveni is an award-winning technology company using advanced AI to enable scalable efficiency for financial services companies. We combine Natural Language Processing (NLP) and Large Language Model (LLM) expertise with deep financial services domain experience to automate and innovate compliance and productivity outcomes.

We’re looking for a Support Operations Analyst to help us scale customer support through AI, automation, knowledge, and operational processes. A core part of the role will be owning and improving our AI support agent, Intercom Fin, while providing second-line support and improving documentation and problem management.

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, authoring and testing content, tuning workflows, and using conversation data to drive deflection and resolution improvements. Alongside this, you will maintain knowledge bases, coordinate incidents with Engineering, and handle second-line customer escalations.

What You’ll Be Doing

• Second-line Customer Support: Provide hands-on troubleshooting for customer issues that require human investigation or cannot be resolved through AI. Use these interactions to uncover improvements for Fin, documentation, or product workflows.
• Incident & Problem Management: Serve as the Support point of contact during customer-impacting incidents. Triage, escalate, coordinate with Engineering, and maintain clear communications. Track recurring product bugs with Product and Engineering.
• Technical Investigation: Diagnose technical issues, gather technical evidence, and collaborate with Product and Engineering to resolve complex cases.
• Product Knowledge: Develop in-depth product knowledge to effectively assist customers and internal teams.
• Launch & Cross-functional Collaboration: Work with Product, Marketing, Training & Enablement, and Engineering to keep Help Centre and Intercom content updated for product releases.
• AI Support Optimisation: Own day-to-day optimisation of Intercom Fin (or similar AI support tools). Author and test AI content, refine hand-off pathways, review conversation logs for automation gaps, and deliver regular performance reporting.
• Knowledge Management: Maintain and update internal and external Help Centre documentation and FAQs based on support trends and AI performance analytics.

What We’re Looking For

• A strong interest in technology, B2B SaaS, and AI.
• Proven problem-solving capabilities with a proactive, solutions-oriented mindset.
• Clear, empathetic, and confident communication skills with the ability to explain technical concepts simply.
• Experience in a technical support or customer-facing role in B2B SaaS, managing issues end-to-end.
• Hands-on experience optimizing AI customer support platforms (e.g., Intercom Fin, Zendesk AI, or similar platforms) through content authoring, workflow tuning, and data-driven analysis.
• Proven experience maintaining customer-facing Help Centres or knowledge bases.
• Collaborative mindset suited for distributed, remote work.

Nice to Have

• Experience in fintech or supporting complex, highly regulated enterprise customers.
• Practical experience designing and running experiments to boost AI agent deflection or self-service success.
• Proficiency with support metrics (SLA, CSAT, involvement, deflection, escalation trends).
• Familiarity with formal incident and problem management processes, root cause analysis, and post-mortems.
• Experience managing bug backlogs with Product and Engineering during sprint planning.

Benefits & What We Offer

• Work Flexibility: Fully remote and flexible working, optional co-working spaces, or a mix of both.
• Time Off: 34 days holiday per year plus your birthday off (inclusive of bank holidays).
• Ownership: Company share options.
• Healthcare & Wellbeing: Life insurance, income protection, private healthcare, and an Employee Assistance Programme offering 24/7 counseling.
• Learning & Growth: Dedicated skill development focus and continuous learning opportunities.
• Financial Benefits: Employer matched pension scheme up to 5%.
• Perks: Cycle to work scheme, plus retail freebies and discounts.