Customer Support Analyst

Buckhill is a global technology company with offices in the UK and Croatia. As a strategic technology partner to the London Market, we deliver modern insurance solutions through agile, cross-functional delivery teams leveraging AI capabilities, a growing partner ecosystem, and a culture rooted in innovation and collaboration. We support continuous learning and invest in the growth of our Bucks, fostering an environment where people thrive. With the option for remote work, we've expanded our global footprint, building a diverse and multicultural team making a real impact.

The Customer Support Analyst is responsible for managing client relationships, responding to inquiries, and ensuring effective issue resolution. The role involves maintaining accurate client data, conducting technical training for clients about our system, and continuously improving support processes to ensure all client needs are properly met. This is a client-facing role that requires strong relationship management skills and technical understanding, serving as the primary point of contact for clients and ensuring their success with Buckhill's products through proactive support, training, and clear communication.

The analyst will balance multiple client accounts simultaneously while maintaining high standards of service delivery according to defined SLAs. This position requires working closely with internal teams including Product Management, Development, and QA to escalate complex issues, communicate client needs, and ensure seamless service delivery. The role demands both independence in managing day-to-day client interactions and strong collaboration with cross-functional teams to resolve technical challenges and drive client satisfaction.

Ensure that client inquiries, issues, and incidents are prioritized, triaged, or escalated in accordance with defined service level agreements.

Organize and conduct technical training for clients based on their needs.

Create and maintain client-focused documentation.

Ensure client data is accurate and up to date within our systems and communicated to our internal teams.

Establish and maintain quality client relationships, through attending client meetings, understanding their needs and proposing solutions in line with Buckhill’s service offerings.

Organize and lead customer support meetings according to a set schedule.

Document meeting minutes as needed and share with internal teams.

Maintain and expand knowledge of company products and services and share with our internal teams.

Maintain and expand knowledge of client businesses and communicate this with our internal teams.

Be an advocate of the self-serving knowledge base both internally and with clients ensuring that clients understand how and when to use this tool.

Use AI-powered support tools (ticket triage, knowledge-base search, response drafting) to speed up resolution and maintain SLA compliance, reviewing and editing AI-generated drafts for accuracy and tone before they reach the client.

Build a working understanding of Buckhill's AI-driven automation (automated underwriting, intelligent claims workflows, exception handling) sufficient to explain system behaviour to clients and distinguish an automation exception from a genuine product defect.

Apply AI/automation tools to streamline recurring tasks such as documentation, meeting summaries, and client reporting, maintaining accuracy and data confidentiality standards when doing so.

Identify recurring ticket patterns and manual steps that are candidates for automation or knowledge base improvement and raise these as structured suggestions within the team.

At least 3 years of experience in customer support or client-facing roles, preferably in PaaS or technology environments.

Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

Strong organizational skills and ability to manage multiple tasks simultaneously while maintaining attention to detail.

Proven ability to understand technical products and explain complex concepts to clients in clear, accessible language.

Commitment to data accuracy and maintaining high standards in client record-keeping.

Self-motivated and able to work independently in a remote-first environment.

Strong problem-solving skills with a proactive approach to identifying and resolving client issues.

Ability to remain calm and professional under pressure, particularly when handling escalated issues or difficult client interactions.