Support Operations Analyst

Job title: Support Operations Analyst Reporting to: Support Lead Location: Remote (UK based) Are you curious, analytical, and eager to grow in the world of SaaS and AI? Aveni is an award-winning technology company. We use advanced AI to enable scalable efficiency for financial services companies, combining world-leading Natural Language Processing (NLP) and Large Language Model (LLM) expertise with deep financial services domain experience to drive enterprise-wide productivity. Aveni harnesses the power of voice to drive unprecedented efficiency and oversight. We’re using the latest in AI to automate and innovate, empowering businesses to achieve exceptional productivity and compliance outcomes. We’re looking for a Support Operations Analyst to help us scale how customer support works through AI, automation, knowledge and strong operational processes. A core part of the role will be owning and improving our AI support experience: increasing the proportion of customer requests resolved through AI and self-service, continuously improving the content and workflows that power it, and using conversation data to identify new opportunities for automation. You’ll stay close to customers by providing second-line support when needed, while also improving our knowledge, incident and problem management practices. 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, using performance data and conversation reviews to improve involvement, resolution and deflection. You’ll author and test AI content, tune workflows and routing, identify knowledge and automation gaps, and implement improvements that allow more customers to get the right answer without needing a human response. Alongside this, you’ll own key parts of our customer-facing knowledge and Support operations, help ensure we’re ready for product launches, coordinate customer-impacting incidents and recurring product issues, and provide second-line customer support where human investigation is required. What You’ll Be Doing • Second-line Customer Support – Provide hands-on support for customer requests that require human investigation or cannot be resolved through AI or self-service. Troubleshoot issues, communicate clearly with customers and use these conversations to identify opportunities to improve Fin, documentation or product experience. • Incident & Problem Management – Act as a Support point of contact during customer-impacting incidents: triage and escalate high-priority issues, coordinate with Engineering, maintain clear stakeholder and customer communications, and contribute recommendations that improve the process. For lower-impact bugs and recurring problems, work with Product and Engineering to maintain visibility and help ensure a healthy level of customer-impacting issues is picked up through sprint planning. • Technical Investigation – Diagnose and troubleshoot technical issues, gather the right evidence and work confidently with Product and Engineering when deeper investigation is required. • Product Knowledge – Develop a strong understanding of Aveni’s products to support users effectively and confidently. • Launch & Cross-functional Collaboration – Work with Product, Marketing, Training & Enablement and Engineering to ensure Help Centre and Intercom content is accurate, and that customer documentation and Support readiness are in place for new features and product launches. • AI Support Optimisation – Take day-to-day ownership of optimising our AI customer support experience. At Aveni we use Intercom Fin, but experience with Zendesk AI or similar platforms is equally relevant. Author, test and continuous