Mast
Customer Success Specialist
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About the Company
Mast is a high-performance team of engineers and lending experts building the future of specialist lending technology. We value radical honesty, transparency, and speed. We hire exceptional people, expect a lot from each other, and offer real ownership, fast growth, and the chance to shape an industry.
About the Role
This is not a traditional support role, and you do not need any previous customer support or technology experience to apply. This role is ideal for a recent graduate or someone early in their career who wants to get into tech. What matters most is your attitude: we are looking for someone curious, reliable, organised, eager to learn, and willing to get stuck in. You will help lenders, brokers, and internal teams get the best out of Mast. You will answer questions, investigate issues, improve support processes, create documentation, spot recurring product friction, and turn customer conversations into ideas that shape the platform. You'll report to the Head of Product and work closely with Product, Engineering, Client Success, and Implementation. Over time, this role has the potential to grow into leading Mast's customer support function as the company scales.
Responsibilities
- Support customers and users
- Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed.
- Build deep knowledge of Mast's platform
- Including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows.
- Help design how support works at Mast
- Ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards.
- Look for repetitive questions and manual processes
- Then automate them through better tooling, documentation, AI-assisted workflows, or process changes.
- Identify patterns in customer feedback
- Recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input.
- Write clear, practical help articles
- FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks.
- Help keep everything up to date as the platform evolves
- Use AI tools
- To draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work.
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Qualifications
You may be a recent graduate or early in your career. You do not need previous customer support, fintech, mortgage, or software experience.
Required Skills
- Have a great attitude and want to learn quickly
- Are reliable, thoughtful, and willing to take ownership
- Can work independently, spot what needs doing, and make progress without needing detailed instructions every time
- Communicate clearly and calmly in writing
- Are organised and detail-oriented, especially when managing several issues or follow-ups at once
- Are comfortable asking questions when something is unclear
- Enjoy solving problems and making things easier for others
- Are curious about technology, software, and AI
- Are comfortable working remotely and managing your own time
- Naturally ask, “How can this be easier next time?”
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Preferred Skills
- 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
Pay range and compensation package
- Location: London or UK Remote
- Salary: £30,000 to £35,000 + Stock Options
- Target Start date: Immediate
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
- Digital-first, employee-first company with a flexible working culture + Central London HQ
Equal Opportunity Statement
Mast is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees.
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