Customer Success Specialist

The role

You will support lenders, brokers, and internal teams by managing support requests and investigating issues. You will also design support processes, create documentation, and translate customer feedback into product insights.

What you will do

• Triage, investigate, and manage support requests from start to finish
• Build deep knowledge of Mast's platform and workflows
• Design support operating systems including ticketing workflows and escalation routes
• Automate repetitive questions and manual processes
• Identify patterns in customer feedback to provide product ideas and bug reports
• Write help articles, FAQs, release notes, and troubleshooting guides
• Use AI tools to draft documentation and summarise issues

Required qualifications

• Communicate clearly and calmly in writing
• Work independently and spot what needs doing
• Be reliable, thoughtful, and willing to take ownership
• Be organised and detail-oriented
• Be comfortable asking questions when something is unclear
• Enjoy solving problems
• Be curious about technology, software, and AI
• Be comfortable working remotely and managing your own time

Nice to have

• Familiarity with tools like Notion, Slack, Linear, Jira, Zendesk, Intercom, HubSpot, Loom, Metabase, or AI tools like ChatGPT and Claude
• Experience from university projects, internships, part-time work, customer-facing roles, or startup environments
• Interest in product management, customer success, operations, automation, or fintech
• Experience writing clear documentation, guides, or process notes

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

About the company

Mast is a high-performance team of engineers and lending experts building the future of specialist lending technology. They value radical honesty, transparency, and speed.