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