Support Operations Analyst

The role is about making customer support scale through AI and self service while still handling the harder cases by hand. A strong candidate has hands on support experience in a B2B software setting, can troubleshoot technical issues and explain them simply, and has a track record of improving how an AI support agent performs using conversation reviews and performance data.

Good knowledge base habits and comfort working with Product and Engineering round it out.

Much of the routine support work shifts to an AI agent, so the job becomes tuning that agent, writing and testing its content, and watching the data to see what still reaches people. Human judgement stays central for tricky investigations, incidents and clear communication with customers and engineers. The role sits where automation and customer care meet.

The job offers direct practice running an AI support agent day to day, from authoring content to reading involvement, resolution and deflection numbers. That builds a concrete record of measurable automation gains, which matters for a company selling AI platforms to regulated financial firms. Someone without platform experience can build it by improving any AI or self service support tool and documenting the results.

• Conversation review and deflection
• Technical troubleshooting

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

Aveni builds specialized generative AI platforms for UK financial services, automating wealth advice documentation and regulatory compliance surveillance.