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About the Role

We are seeking a Customer Support Specialist with excellent communication skills who is passionate about problem-solving and helping customers maximize their use of All Gravy. You will be the primary point of contact for customer inquiries, troubleshooting, and ensuring a positive customer experience. This role also involves contributing to the scaling of support through AI, collaborating with Customer Success and Product teams to develop automated solutions for recurring issues.

Responsibilities

Provide frontline customer support via Intercom, ensuring prompt, clear, and helpful responses.
Troubleshoot customer issues, guide them through solutions, and escalate when necessary.
Maintain customer confidence and satisfaction throughout all interactions.
Investigate the root cause of issues.
Log, track, and follow up on bugs and feature requests in Linear in collaboration with the Product team.
Develop a comprehensive understanding of the All Gravy platform.
Play a significant role in implementing and adopting AI tools for support automation and scaling.
Assist in building and refining automated responses, help-center content, and workflows.
Identify repetitive queries and develop self-serve or automated solutions.
Collaborate with the Customer Success team to ensure a seamless customer experience and identify at-risk accounts.
Partner with the Product team to report trends, bugs, and advocate for improvements based on customer feedback.
Act as the voice of the customer internally to enhance support processes.

Requirements

Strong written and verbal communication skills: clear, warm, and professional.
Natural problem-solving abilities with an interest in technical solutions.
Comfortable working with technology and SaaS products.
Eagerness to learn tools such as Intercom and Linear.
Enthusiasm for AI and automation, with a desire to shape its application.
Ability to work independently and collaboratively within a team.
Capacity to remain calm, organized, and positive while managing multiple conversations.

Skills

Customer Support
Troubleshooting
Communication
Problem-Solving
Technical Curiosity
AI and Automation
SaaS Products
Intercom
Linear

Location

Central London

Work Type

Full-time
Hybrid

Experience Level

Entry Level

Education Level

No specific educational background required; mindset is prioritized.

Benefits

Internal promotion opportunities
Rapid advancement
Real responsibility from day one
Professional development
Honest feedback
Active coaching
Autonomy to experiment
Meaningful work impacting frontline workers
Work with experienced professionals
Prime office location
Team lunches
Friday bars
Padel tournaments
Wine tastings
Offsites
Top-tier equipment
Stocked fridge

About the Company

All Gravy is an AI-native people operating platform for the hospitality and retail industries.
We modernize frontline team operations with a single app, replacing scattered tools and outdated systems.
Our AI Colleague provides instant answers and executes daily tasks, allowing managers to focus on people and customers.
We serve prominent brands such as Gail's, L'Osteria, Dishoom, Pizza Pilgrims, Ottolenghi, Q8, and 7-Eleven.
Over 2,000 restaurants and stores currently use our platform.
We have experienced 10x growth in two years and are expanding into new markets.
Our diverse team is united by the mission to improve work lives for non-desk workers globally.