Job Overview
Location
London, England, United Kingdom
Job Type
Full-time
Category
Customer Support
Date Posted
April 3, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Associate at Laurel Technologies, you will be a frontline advocate for users across the U.K. and U.S. East Coast, ensuring seamless adoption and optimal use of Laurel’s AI Time platform—a mission-critical tool that helps professional services firms capture, analyze, and optimize time as their most valuable resource. Your work directly enables firms like EY, Aprio, and Crowell & Moring to increase profitability, improve client delivery, and make data-driven decisions by transforming how time is tracked and leveraged.
- • You will become a product expert, mastering Laurel’s proprietary AI-driven time capture technology and translating complex functionality into clear, actionable guidance for users. This role is pivotal in maintaining high customer satisfaction and feeding real-world user insights back into product development, making you a vital link between users and the engineering, product, and AI teams building the future of work intelligence.
- • Day to day, you will respond to and resolve inbound customer support inquiries during U.K. core business hours (9am–5pm GMT), providing first-line technical troubleshooting for issues related to time tracking, integrations, and platform usability. You will document technical problems thoroughly, escalate them internally when needed, and educate customers on product features and best practices to reduce friction and increase adoption.
- • You will independently stay current with product updates, release notes, and new features, ensuring your knowledge remains accurate and relevant as Laurel evolves rapidly. This includes reviewing internal changelogs, attending product briefings, and testing new functionality to anticipate user questions.
- • You will deeply understand customer needs, pain points, and usage patterns through direct interaction, and articulate these insights clearly to internal teams—particularly Product, Engineering, and Customer Success—to inform prioritization of improvements and new features.
- • You will contribute to strategic support initiatives such as creating and updating Help Center articles, refining internal documentation, designing customer education materials (e.g., video tutorials, FAQs), and participating in process optimization projects to scale support efficiency.
- • You will collaborate closely with a small, high-impact team of engineers, product managers, and AI specialists who are passionate about redefining productivity in the knowledge economy. Laurel’s culture blends technical excellence with humility and curiosity, fostering an environment where every team member is encouraged to question assumptions and bring their whole self to work.
- • In this role, you will develop deep expertise in SaaS customer support within a high-growth AI startup, sharpen your technical communication and problem-solving abilities, and gain exposure to cutting-edge enterprise AI applications in professional services—positioning you for growth into senior support, customer success, or product-focused roles.
- • You will cultivate resilience, autonomy, and ownership in a low-context, fast-moving environment where you’ll often work independently due to time zone differences with your U.S.-based manager, building strong self-direction and decision-making skills that are highly transferable across tech-driven organizations.
🎯 Requirements
- • 3–5 years of experience providing customer support in a software or SaaS environment, preferably with exposure to technical products or enterprise platforms.
- • Superior written communication skills—ability to explain complex technical concepts clearly, concisely, and empathetically to both technical and non-technical users.
- • Proven track record of driving high customer satisfaction (e.g., CSAT scores, NPS, or qualitative feedback) and resolving issues efficiently with minimal supervision.
- • Strong problem-solving aptitude, including the ability to diagnose issues, isolate variables, and implement or recommend effective solutions under pressure.
- • Comfort working in a remote or hybrid setting with minimal direct supervision, including the ability to self-manage time, prioritize tasks, and stay motivated during periods of independent work (approximately 50% of the day).
- • Willingness and ability to work U.K. core business hours (9am–6pm GMT), including occasional holiday coverage on a rotating basis, and readiness to travel to London periodically for in-person meetings and hybrid office collaboration.
🏖️ Benefits
- • Competitive salary range of £58,000–£81,000 GBP annually (based on experience and level), supplemented by generous equity grants that align your success with Laurel’s long-term growth.
- • Flexible Paid Time Off (PTO) policy encouraging regular rest and recharge, with expectation to coordinate thoughtfully with your small team and manager.
- • Access to bi-annual, in-person company off-sites in unique global locations—designed to strengthen team bonds, share insights, and celebrate progress in inspiring settings.
- • Opportunity to work with a mission-driven team backed by top-tier investors (Google Ventures, IVP, Anthos, Upfront Ventures) and notable angels including Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian.
- • Inclusive, fun, and collaborative culture that values authenticity, curiosity, and the courage to challenge the status quo—where you’re encouraged to bring your whole self to work and grow alongside a company redefining how the world values time.
Skills & Technologies
REST
Junior
Remote
ÂŁ58k-81k
About Laurel Technologies, Inc.
Laurel provides enterprise software that automates business workflows and decision-making for financial institutions. Its platform uses machine learning to digitize and optimize loan processing, compliance reporting, risk management, and related back-office operations, enabling banks and credit unions to increase speed, accuracy, and transparency while reducing manual labor and operational costs. Customers integrate Laurel’s cloud-based APIs and white-label interfaces with core banking systems to modernize legacy processes without disruption.
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