Key skills
AICommunication
About this role
Role Overview
- Triage, investigate, and manage support requests from start to finish
- Answer questions, investigate issues, improve support processes, create documentation
- Spot recurring product friction, and turn customer conversations into ideas that shape the platform
- Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks
- Find repetitive questions and manual processes, then automate them through better tooling, documentation
- Identify patterns in customer feedback, recurring pain points, confusing workflows
- Write clear, practical help articles, FAQs, release notes, troubleshooting guides
- Use AI tools to draft documentation, summarise issues, identify patterns, speed up repetitive work
Requirements
- Early in your career, a recent graduate, or looking for your first role in tech
- Can work independently, spot what needs doing, and make progress without detailed instructions
- Excellent written communication; can explain things clearly and calmly
- Organised and detail-oriented, especially when managing multiple issues or follow-ups
- Comfortable using AI tools and keen to keep learning as the technology evolves
- Naturally inclined to ask, "How can this be easier next time?"
- Comfortable working remotely and taking ownership of your time
- Interested in software, fintech, lending, or complex workflows
- Previous experience in customer support is not required
- Previous experience in mortgages or financial services is not required
- Technical skills or the ability to code is not required
Benefits
- Stock Option Plan
- 25 days holiday + bank holidays
- 4
- 10 weeks work from anywhere, based on tenure (for UK based roles)
- Vitality Health insurance
- Pension plan
- Equipment budget
- Learning & development budget
- Cycle to Work Scheme
- Monthly team socials + Quarterly Team Meet-ups @ HQ
- Digital-first, employee-first company with a flexible working culture + Central London HQ