Responsibilities

Customer Support & Issue Resolution

• Act as the first point of contact for client queries across the PlannerPal platform.
• Triage, diagnose and resolve user issues, escalating technical or complex issues where required.
• Work with Product, Engineering and Customer Success to ensure issues are resolved promptly.
• Keep clients informed with clear, professional and responsive communication.
• Identify recurring issues and ensure these are fed back into the relevant teams.

Automated Support & Process Improvement

• Own the day-to-day operation of PlannerPal's automated and AI-driven support systems.
• Improve automated responses, workflows and support processes.
• Maintain and improve support documentation and knowledge bases.
• Identify opportunities to automate repetitive support and operational tasks.
• Monitor support trends and performance and recommend improvements.

Client Experience & Customer Operations

• Support the Customer Success team with onboarding and day-to-day client requirements.
• Help manage user access, licences and other account administration.
• Maintain accurate client and support information across our systems.
• Help ensure customers receive a consistent experience as PlannerPal grows.

Sales & Business Development Support

• Provide operational and administrative support to Sales and Business Development.
• Maintain accurate CRM records and client information.
• Assist the team with Report template creation and maintenance.
• Support the coordination of demos, meetings and client communications.
• Help ensure leads and opportunities are properly recorded and followed up.
• Improve processes across the wider commercial function.

Operational Efficiency

• Identify inefficient or repetitive processes and help improve or automate them.
• Contribute to improvements in the tools and systems used across the business.
• Support cross-functional projects designed to improve scalability and efficiency.

About You

You will be highly organised, comfortable dealing directly with clients and naturally inclined to solve problems rather than simply pass them on.

You should be:

• Organised and detail-oriented, with the ability to manage multiple priorities.
• A clear and confident communicator, both written and verbal.
• Comfortable with managing to Service Level Agreements and KPIs.
• Able to work in a fast paced environment.
• Comfortable investigating problems and working out how to resolve them.
• Experienced in solving intermediate technical issues with complex problem-solving skills such as experience in Tier 2 support.
• Have used a support desk before such as ZenDesk, FreshDesk or Fin Intercom.
• Comfortable with project management tools such as Notion.
• Proficient in MS Office.
• Interested in technology, AI and automation and how they can improve the way businesses operate.
• Comfortable working across different teams and taking ownership of tasks.
• Proactive about identifying ways to improve processes rather than simply following existing ones.
• Comfortable working in a fast-moving environment where processes will continue to evolve.

Experience within financial advice, wealth management, financial services or adviser technology would be beneficial, particularly an understanding of adviser workflows, CRM systems and client documentation processes, but is not essential.

Why Join PlannerPal?

This is a broad role with the opportunity to develop experience across customer support, operations, AI automation and commercial functions.

You will have genuine ownership of how we support customers and the opportunity to help design more scalable ways of working as PlannerPal grows.

For someone interested in technology and financial services, it provides an opportunity to build experience at the intersection of AI, adviser technology, customer experience and business operations.