Associate Product Support Analyst

About us

At Xelix, we work with some of the world’s largest companies to automate and strengthen their financial controls. Our AI solutions redefine how Accounts Payable teams operate – moving from manual processes to automated, intelligent workflows.

Xelix is a fast-paced scale‑up – things move fast and expectations are high. We raised our Series B with Insight Partners in June 2025 and are expanding aggressively while remaining profitable. We have over 100 talented people pulling together to achieve our goals. Everyone is trusted to take ownership, move fast and have a meaningful impact. We prioritise personal and professional growth, keep things fun & we love to celebrate milestones together.

In this role you’ll grow, be challenged and help shape the future of Xelix. If you’re excited about building something special with us, we’d love to hear from you.

About the role

The Support Analyst assists customers with addressing any issues they have with the Xelix platform. They are responsible for reviewing tickets raised by customers and resolving them in an expedient manner.

This is an exciting role that collaborates regularly with numerous other functions within the company, such as Customer Support, Professional Services, Product and Engineering. The role is critical in ensuring that any Xelix customers are able to use the platform as designed. The ability to troubleshoot and resolve technical issues is a key element of the role.

The successful candidate would have excellent technical acumen, organisational and communications skills and a drive to ensure the client experience matches our culture and helps build enduring relationships with our customers.

This role is ideal for a candidate looking to leverage and hone their existing technical skills (like Python) whilst getting the opportunity to develop a skill set in project management and customer support.

They will be a proactive, resourceful multitasker with at least one year of experience in a customer‑facing role. You’ll excel here if you love helping people, have strong problem‑solving skills and can adapt quickly to changing priorities in a collaborative environment. Experience in customer support, accounting or accounts payable is a plus but not required.

What you’ll be doing

• Proactively handle technical and non‑technical customer queries, providing efficient and effective solutions.
• Gain in‑depth knowledge of our product and roadmap to serve as an expert advisor to customers.
• Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements.
• Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns.
• Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources.
• Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.

As you evolve in the role, you will also assist in platform maintenance activities such as:

• Checking the data logs to proactively highlight any issues with live customers usage of the platform.
• Assisting the Support team members with any error resolution on customer files or platform.
• Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers.
• Supporting ad‑hoc queries from Customer Success teams on platform behaviour.

What you’ll bring

• Experience: At least 1 year of experience in a customer‑facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required.
• Adaptability: Strong time‑management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast‑paced environment, effectively multitasking and handling shifting priorities.
• Customer‑Centric Mindset: A customer‑first approach, with a genuine passion for helping customers feel valued and heard.
• Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem‑solving skills. Python proficiency is mandatory and will be tested during the recruitment process.
• Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service.
• Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences.
• Education: Bachelor’s degree or equivalent experience, preferably in a related field.
• Experience of Intercom is a plus!

What we offer in return

Competitive salary of £35,000 to £40,000 depending on experience plus 10% bonus

️ 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days

Hybrid working with two days a week from our dog‑friendly Hoxton office

On‑site gym and cycle to work scheme