Senior Analyst - AI Support

Why We Exist The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet. What We've Built Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value. We have over $90M ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews. For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale. Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value. The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty. How We Work AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade. Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale. At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds. We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this? The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement. We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it. Our Core Values 💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people. 👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want. 🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first. 💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin. Your Team * Operations Strategy supports Raylo's ability to scale, improve efficiency and become more effective. We sit within Operations and have three core pillars: Customer Experience, Supply Chain, and Revenue and Billing. Our remit is to own operational projects, launch new initiatives, and optimise processes that drive positive outcomes for Raylo's growth ambitions and allow the broader Operations team to succeed. * AI is at the centre of how we work. We do not ration access, we use the best models, and we expect everyone on the team to push the tools harder than we currently do. * This role sits at the centre of our Customer Experience pillar and is the execution layer for AI support and CX. Reporting to the Operations Strategy Manager (AI Support), you’ll work hands-on in our customer tooling (Intercom and Customer.io), move fast on customer-impacting issues, and be accountable for specific CX outcomes. Fin, our AI support agent, is now one of Operations’ biggest efficiency levers, and this role owns much of the day-to-day work that keeps it sharp, accurate and improving every week. What You’ll Do * Keep our AI support sharp. Triage escalations from our AI support agent, find root causes, and route fixes to procedures, content, workflows or engineering. You’ll be the first responder on customer-impacting issues like copy, routing rules, opening hours, broken links. You’ll also partner on procedure builds and grow into owning builds end to end. * Manage our automated comms. Support operating Customer.io, building and maintaining triggered campaigns across warranty, insurance, NPS, delivery and returns, and handle ad-hoc broadcasts and template changes. Over time, you’ll become the in-house expert and the go-to for anything that needs real platform depth. * Keep support content current. Maintain the Help Centre, articles and supporting content, co-ordinate compliance review ahead of publishing, and keep everything up to date as new products and features launch. * Deliver CX projects and support the NPS programme. Take ownership of two to three CX projects each quarter, help run the NPS programme, and triage CX escalations, routing systemic issues to the right teams. * Turn data into decisions. Track weekly performance (automation, resolution, CSAT, CX score) and wider CX metrics (NPS, Trustpilot, delivery, warranty, insurance). Run ad-hoc analysis, help maintain the automation-rate and CSAT forecasts, and keep dashboards current. Stay close to the customer voice by reviewing conversations, reading Trustpilot reviews and spending time with Customer Ops. * Use the best tools to get the work done. The team works with Intercom, Customer.io, Survicate, Make.com, Looker, Claude, Notion and Google Workspace to support customers, automate operational work and drive projects forward. We expect you to push these tools harder than we do, and to tell us when there's a better one we should be using. You’ll Succeed With * 1-2 years in a customer experience, support or operations role, ideally in a fast-paced consumer, fintech or tech business, owning customer-impacting work end to end. * Degree level education, ideally in a STEM or analytical discipline. * A problem solver at heart. Much of this role is working out why our AI agent responded the way it did and getting to the root cause. You use AI to move fast, but you're the one who decides whether it's found the cause, and sometimes you dig it out yourself. There's no set path to a fix, and working it out each time is what you enjoy. * Deep curiosity and fluency with frontier AI tools. You use Claude or ChatGPT daily, you’ve tried agentic tools, you read the model releases when they drop, and you have a view on how AI changes customer support and operations over the next few years. * Built something with AI. An automation, a small app, a research tool, a side project that does real work or other examples. We can teach you operational rigour. AI will be core to how we scale. * Strong analytical skills. You’re confident in Excel or Google Sheets and tools like Looker, and you can pull the data, find the cause of a problem and write it up clearly. Most of our team writes SQL daily, often with Claude helping, and if you’re not there yet, you’ll get there quickly. * Hands-on with customer and comms tooling. You’ve worked in platforms like Intercom, Customer.io, Zendesk or similar, building workflows, triggered campaigns or automations, and you pick up new tools fast. * Strong communication skills . You're comfortable asking for help, flagging issues early, and keeping teammates in the loop. You can explain things clearly and adapt your style depending on who you're talking to. * Comfort with ambiguity. The work is fast-paced and customer-impacting, and you’ll often be deciding what to build, what to fix and what to escalate. You’ll need to be proactive, disciplined and gritty to ship fixes, deliver projects and keep momentum. Opportunities \& Benefits 🚀 Fast-track your career – 40% of our employees are promoted every review cycle (bi-annual) 📱 Exclusive Raylo device subscription for employees 🏥 Private Medical Insurance 📈 Stock options for all employees 📚 L\&D budget to support the skills you value 🏢 4 days in the Raylo Belfast Office, with 1 day working from home per week. 🌴 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you 👶 Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months. 🧸 Workplace nursery scheme for major cost savings Hiring Process We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one. If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know. *As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process. Diversity \& Inclusion at Raylo At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.