Technical Support Specialist

Product Operations Specialist | SaaS | UK Remote with London visits 2 x month | £40,000 to £45,000 Every support question should make you ask one thing: why does a human need to do this? If that's already how you think, read on. My client is a fitness technology platform used by health clubs in London. Three clubs are live, and twelve more are in the pipeline across the UK and US. They're now hiring their first dedicated support person. There's no existing function to inherit, so you'll be building it. You'll report to the Operations Director, with a dotted line into the tech team. Day to day you'll work with the tech lead and product managers. What you'll own

• The support model across three levels. Level 1 is answered automatically through a knowledge base and AI agent that you write and maintain. At Level 2 you resolve issues yourself and keep pushing more of them into automation. Level 3 goes to engineering with a bug report they can act on without coming back to you.
• Operational guides and FAQs for club staff and practitioners
• Onboarding and training for new clubs, including in person
• Release readiness, so help content is updated before features go live and club feedback is gathered after
• Turning ticket data into a regular view of the top issues for product and engineering
• Reporting on volume, time to resolution, how much the AI agent resolves and how often issues come back
• Helping shape support and onboarding for the US launch What you'll bring
• Experience in support operations, product operations or technical support at a SaaS company
• Regular use of Claude or similar AI tools in your work, and a real interest in how AI support agents are set up and improved
• Comfort with technical detail: reproducing issues, working in admin tools and writing bug reports an engineer can pick up straight away
• Experience building or running a knowledge base or help centre
• Clear writing for non-technical readers
• Confidence delivering training face to face
• Basic SQL (using AI to help is fine) Nice to have
• Experience with Fin by Intercom, or another AI support platform such as Zendesk or Pylon
• ITIL Foundation
• A background in fitness, gyms or health clubs
• Experience supporting a B2B product into a new market The details
• Permanent, full time
• £40,000 to £45,000 basic salary
• UK based, working UK office hours, remote with one to two days a month on site at the London clubs
• Benefits to be confirmed If this sounds like you, apply here or message me directly.