Customer Success Specialist

MAST

Customer Success Specialist assisting lenders and brokers in maximizing Mast's innovative lending technology. Collaborating with teams to enhance customer experience and streamline support processes.

Posted 5/15/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £30,000 - £35,000 per yearWebsite

About the role

Key responsibilities & impact

Triage, investigate, and manage support requests from start to finish
Answer questions, investigate issues, improve support processes, create documentation
Spot recurring product friction, and turn customer conversations into ideas that shape the platform
Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks
Find repetitive questions and manual processes, then automate them through better tooling, documentation
Identify patterns in customer feedback, recurring pain points, confusing workflows
Write clear, practical help articles, FAQs, release notes, troubleshooting guides
Use AI tools to draft documentation, summarise issues, identify patterns, speed up repetitive work

Requirements

What you’ll need

Early in your career, a recent graduate, or looking for your first role in tech
Can work independently, spot what needs doing, and make progress without detailed instructions
Excellent written communication; can explain things clearly and calmly
Organised and detail-oriented, especially when managing multiple issues or follow-ups
Comfortable using AI tools and keen to keep learning as the technology evolves
Naturally inclined to ask, "How can this be easier next time?"
Comfortable working remotely and taking ownership of your time
Interested in software, fintech, lending, or complex workflows
Previous experience in customer support is not required
Previous experience in mortgages or financial services is not required
Technical skills or the ability to code is not required

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

excellent written communicationorganiseddetail-orientedindependent workproblem-solvingadaptabilityownershipcuriositycustomer-focusedprocess improvement