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Customer Support and Operations Associate – AI Wealthtech
PlannerPalCustomer Support & Operations Associate at PlannerPal providing support for AI-driven financial advice workflows. Act as the first line of support and help manage automated customer support systems.
About the role
Key responsibilities & impact- Act as the first line of support for client queries across the PlannerPal platform
- Triage, diagnose, and resolve user issues efficiently, escalating where required
- Work closely with internal teams (Product, Engineering, Customer Success) to ensure timely resolution
- Maintain high-quality communication with clients, ensuring clarity and responsiveness
- Own and manage PlannerPal’s automated customer support systems (including AI-driven support tools)
- Continuously improve automated responses, workflows, and support processes
- Identify opportunities to reduce manual support through automation and optimisation
- Monitor support performance metrics and suggest improvements
- Support the wider Customer Success team in delivering a smooth client experience
- Help maintain internal documentation, support materials, and knowledge bases
- Assist in onboarding support activities and user access queries
- Provide administrative support to Sales and Business Development teams
- Assist with CRM updates, data entry, and maintaining accurate records
- Support coordination of meetings, demos, and client communications
- Help ensure smooth internal processes across the commercial function
Requirements
What you’ll need- Understanding of financial advice processes and adviser workflows
- Familiarity with CRM systems used in financial advice, particularly Iress Xplan
- Awareness of working within FCA-regulated environments
- Experience in customer support, client services, or operations
- Background working in a wealth management firm (e.g. adviser support, admin, paraplanning support) or supporting financial services clients in a technology business
- Experience handling client queries in time-sensitive or high-pressure environments
- Experience using CRM systems and managing client data
Benefits
Comp & perks- Competitive salary + pension + employee share options
- Remote-first work environment (UK-based team)
- Regular team meet-ups to foster collaboration and culture
- Transparent, open environment where your voice is valued
- Opportunity to grow into broader Customer Success or Operations roles as we scale
- Fast-growing start-up environment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportclient servicesoperationsdata entryCRM managementautomated support systemsworkflow optimisationperformance metrics monitoringfinancial advice processesadviser workflows
Soft Skills
communicationresponsivenessproblem-solvingcollaborationadministrative supporttime managementattention to detailclient relationship managementadaptabilityprocess improvement