Customer Support Associate

In this role, you will:

• Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution

• Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team

• Identify, document, and escalation recurring issues to Success and Product with clear context and evidence

• Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries

• Represent Lupa at client events and in direct customer conversations with confidence and credibility

• Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them

• Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service

• Excellent written communication, your responses are clear, concise, warm, and free of jargon

• The organisational ability to manage multiple open cases simultaneously without letting anything slip

• A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded

• Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have)

• Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have)

• Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have)

• Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining

• Stay calm, clear, and constructive even when customers don’t

• Have a genuine drive to improve the support function, not just maintain it

• Are excited to work in‑person from our Paddington, London HQ (or equivalent location)

• Value working with people who are kind, ambitious, and pragmatic

• You can resolve any support query independently and know the product and internal processes inside out

• You’re consistently hitting strong CSAT and resolution time metrics (SLAs)

• Your documentation contributions are saving the team real time every week