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

️ Employee discount at over 100 retailers

Comprehensive private medical & dental cover with Vitality

Enhanced parental leave pay

Learning & development culture - £1,000 personal annual budget

We're carbon neutral and are working towards ambitious carbon reduction goals

Lots of team socials & activities

️ Annual team retreat

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

This is a full time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.

Interview Process

While the exact process may vary slightly depending on the role, our typical interview stages are:

1. Introductory Call - A short Teams conversation with a Talent Partner to discuss your background and the opportunity.
2. Hiring Manager Interview - A 30-45 minute Teams meeting to explore your experience and fit for the team.
3. Technical Task or Presentation - A role relevant exercise to demonstrate your skills and approach.
4. Final On site Interview - An in person meeting with our senior leadership team and co founders at our office.

We strive to make the process clear, efficient, and respectful of your time.