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Senior Analyst - AI Support
Full-time
Raylo is the subscription infrastructure that enables electronics brands like PlayStation, HP, and Dyson to move to recurring subscription programmes. This role sits at the centre of the Customer Experience pillar and is the execution layer for AI support and CX, owning much of the day-to-day work that keeps Fin, Raylo's AI support agent, sharp, accurate, and improving.
What You'll Do
Keep AI support sharp: triage escalations from the AI support agent, find root causes, and route fixes to procedures, content, workflows, or engineering.
Manage automated comms, building and maintaining triggered campaigns in Customer.io across warranty, insurance, NPS, delivery, and returns.
Keep support content current across the Help Centre and articles.
Deliver CX projects and support the NPS programme, triaging escalations to the right teams.
Turn data into decisions, tracking weekly performance (automation, resolution, CSAT) using tools like Looker.
You'll Succeed With
1-2 years in a customer experience, support, or operations role in a fast-paced consumer, fintech, or tech business.
Deep curiosity and fluency with frontier AI tools (Claude or ChatGPT daily), and having built something with AI.
Strong analytical skills in Excel/Google Sheets and Looker.
Hands-on experience with customer and comms tooling like Intercom, Customer.io, or Zendesk.
