Support Operations Specialist

About Us

Every business needs to know who they’re really working with whether it’s suppliers, investors, partners, or third parties. At Xapien, we’re reinventing how organisations do that, combining speed, scale and accuracy with cutting-edge AI.

Since 2018, we’ve grown from a deep-tech startup to a global player in AI-driven due diligence and risk intelligence. 2024 was a landmark year as we closed a $10M Series A, earned recognition in the Chartis RiskTech100® and Everest Group’s Leading 50™, and expanded our products, markets and customer base.

2025 was even bigger: With new regulations, rising compliance pressure and growing reputation risks, organisations everywhere are demanding smarter, faster ways to work and they’re turning to us. Customers worldwide from global law firms and private banks to universities and nonprofits rely on Xapien to turn days of manual research into trusted insights, delivered in minutes.

Our momentum so far

Customers in a diverse range of industries, with particular growth in wealth management, financial services and supply chain onboarding.

Demand accelerating beyond our UK headquarters, across multiple continents with new customers in the Middle East, Asia, and Oceania.

Why this is an exciting time to join

This isn’t just another job role; it’s an opportunity to shape the future of the due diligence industry with a market-leading product trusted by global organisations. Whether you’re in marketing, communications, sales, or finance, you’ll play a critical role in driving growth, building credibility, and defining how we connect our product to a rapidly evolving market.

We’re scaling fast with more customers, more releases, and bigger regulatory and market challenges. Expectations are rising, due diligence now means real-time insight, delivered efficiently and with impact. You won’t just be executing campaigns, closing deals, or managing numbers, you’ll be influencing strategy, optimising processes, and helping position a brand that’s setting the new standard for trust and transparency.

For people who love learning, innovating, and making an impact that matters now is the moment to be a part of Xapien.

The Role:

We are looking for a highly analytical and execution-oriented Support Operations Specialist to strengthen our Support function through data, process, tooling, AI, and enablement.

This is an individual contributor role responsible for ensuring our Customer Support team has the systems, workflows, insights, and automation needed to deliver an outstanding customer experience at scale.

If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!

Our preferred location is the London area for hybrid, in-person collaboration. You will be required to work in our Moorgate office for a minimum of two days a week.

Here's what you will be responsible for:

• Own and administer Support tools (e.g. Intercom, Zendesk or equivalent).

• Partner with Product, Engineering, GTM and Ops to ensure integrations are stable and data flows correctly between systems.

• Configure and maintain workflows, automations, SLAs, triggers and routing rules.

• Design, implement, and maintain AI-driven support experiences such as chatbots, agent assist tools, summarisation, and workflow automation.

• Optimise AI/automation solutions for accuracy, containment, routing, and user experience.

• Analyse automation performance (involvement rate, deflection, false negatives/positives) and iterate based on data.

• Build dashboards and recurring reports on SLAs, volume, backlog, CSAT, first response, resolution, product areas, and trend analysis.

• Provide insights and recommend actions to improve efficiency, quality, and customer satisfaction.

• Monitor operational KPIs and flag deviations early.

• Document internal workflows and knowledge to ensure operational consistency.

• Collaborate with Support Leadership to develop playbooks, SOPs, and quality frameworks.

• Support the development and maintenance of internal knowledge bases and public Help Centres.

• Act as an operational bridge between Support, Product, Engineering, GTM, and Ops.

Your Skills & Experience:

• Experience working in B2B SaaS Support environments

• Exposure with Customer Support platforms (e.g., Intercom, Zendesk or equivalent).

• Exposure working with & maintaining AI and automation solutions (e.g., chatbots, agent assist, workflow automation).

• Analytical skills and comfort working with data (eg. dashboards, SQL, BI tools, spreadsheets).

• Contributed to designing or optimising Support workflows, SLAs, and escalations.

• Ability to document processes clearly and communicate with both technical and non-technical audiences.

• Ability to work independently and drive structured outcomes without direct authority.

Nobody can do everything but here's a few related things we're interested in:

• Familiarity with LLM or generative AI concepts (prompting, grounding, evaluation, hallucination prevention).

• Understanding of automation platforms (e.g., Zendesk Bot, Intercom Fin, Ada, Forethought, Decagon, or Zapier).

• Familiarity with CRM or data systems (Salesforce, HubSpot, Snowflake, Looker, Power BI, Tableau).

• Exposure to incident management programs (PagerDuty, StatusPage, Incident.io).

• Basic understanding of APIs, logs, or product usage analytics in a SaaS context.

Here’s our promise to you:

• We are going to work with you - to build a rewarding and fulfilling career with the opportunities, challenges and resources you need to do you your best work.

• We succeed together- you will own a meaningful part of the business through our employee shares & equity programme.

• Private health insurance to keep you in tip-top condition.

• Life Insurance – let's hope nobody ever needs this!

• Unlimited holidays – yes, it really is uncapped – take the time you need, when you need it.

• Everyone is learning, developing and challenging themselves so we have a £1k professional development fund per year if you want to learn new skills, even new things outside of work.

• Most importantly of all, we will work with you, to help you realise your fullest potential, always.