Plannr Technologies Limited
Customer Support Analyst
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Plannr Technologies
At Plannr, we are reimagining the financial planning experience - making it beautifully intuitive, seamless, and rewarding. In an industry burdened by outdated technology and complexity, Plannr is leading the charge to modernise financial planning with innovative solutions.
Our mission is simple yet transformative: to empower financial professionals with tools that make their jobs easier, their clients happier, and their businesses more efficient.
To support our continued growth, we are looking for a Customer Support Analyst to join our team.
Role overview
The Support Analyst is the front line of the Plannr customer experience. You will own the day-to-day handling of user queries across our support system and email, oversee conversations being managed by our AI agent, and act as the human point of escalation when the agent cannot resolve an issue or where a user needs additional support.
You will work closely with the wider Plannr team including, Implementation, Product and Engineering to make sure issues are triaged, resolved or escalated in line with our processes — including the standard escalation flow we operate with our integration partners.
Key Responsibilities:
Customer Support Delivery
- Act as a first point of contact for users via our in-app chat and the support email inbox.
- Triage incoming tickets, gather relevant information, reproduce issues where possible and resolve within agreed response targets.
- Maintain a high standard of written communication — clear, empathetic, on-brand and free of jargon.
- Manage your ticket queue effectively, prioritising by urgency and impact.
- Manage multiple conversations and tickets concurrently.
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Oversight of AI Agent
- Monitor live and recently closed conversations being handled by the agent checking accuracy, tone and resolution quality.
- Step in promptly where the agent has misunderstood a query, given an incorrect or incomplete answer, or where the user has indicated they need a human.
- Act as the named point of escalation for any conversation the agent hands off, picking up context from the bot transcript so the user does not have to repeat themselves.
- Identify gaps in the agent knowledge base and feed back to the team responsible for its content and configuration — suggesting new answers, updates to existing ones, or improvements to how questions are interpreted.
- Flag recurring themes, false positives, hallucinations or any behaviour that risks a poor customer experience.
- Help define and refine guardrails for what the agent should and should not attempt to resolve autonomously.
Triage and Escalation
- Conduct initial triage on issues that may relate to third-party integrations, including checking configuration, permissions, logs and reproduction steps.
- Escalate platform or integration issues to the relevant partner support team using Plannr's standard escalation email format, with screenshots and clear descriptions of expected vs actual behaviour.
- Escalate bugs and product issues to the Product Team with reproducible steps and supporting evidence.
- Keep the end user informed throughout, acting as their single point of contact even while a third party is investigating.
Continuous improvement
- Maintain and improve internal and customer-facing help documentation.
- Spot trends in ticket data and surface them to product and engineering to drive long-term improvements.
- Contribute to onboarding new support team members and sharing best practice.
- Participate in regular reviews of support metrics, agent performance and customer satisfaction.
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Who we are looking for:
Essential
- Previous experience in a SaaS or technology customer support role.
- Confident user of helpdesk and live chat tools.
- Understanding of the UK financial advice industry, advisers' workflows and common third-party integrations.
- Strong written English with the ability to explain technical concepts simply.
- A structured approach to problem solving and triage — you ask the right questions, gather evidence and avoid jumping to conclusions.
- Calm, empathetic and professional under pressure, including when handling frustrated users.
- Comfortable working with multiple systems and switching context between conversations.
- Good attention to detail and a high standard of accuracy.
- Self-motivated and able to manage your own workload in a fast-moving environment.
Desirable
- Direct experience working with AI-driven support tools
- Familiarity with CRM products, ideally in the financial services sector.
- Basic understanding of APIs, integrations and how data flows between systems.
- Experience contributing to a knowledge base or help centre.
What we offer:
- Competitive salary, reviewed annually.
- Flexible / hybrid working.
- A friendly, growing team that takes customer experience seriously.
- The opportunity to shape how AI and human support work together at Plannr.
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