Customer Support Associate (Maternity Leave Cover)

Customer Support Associate - Maternity Leave Cover (~September 2026 - July 2027) Job Location: London Salary: 35-40k GBP Unfortunately, we are not able to offer visa sponsorship at this time. About CreativeX CreativeX is creating a new category of marketing. We are working with the best marketers in the world to build a new global standard for creative analytics. Our technology helps the world's biggest, and best loved brands make effective, data-driven creative decisions using our AI-driven SaaS technology. And we’re doing it at a global scale. About the role The Customer Experience team at CreativeX delivers a world-class client experience through strategic account management, innovative technical solutions, and timely, high-impact support. As a Customer Support Associate, you’ll provide hands-on, day-to-day technical support to our users, becoming a product expert and trusted partner. We’re looking for someone who thrives in a fast-paced, high-growth environment, someone who is intellectually curious, takes initiative, and acts with urgency when resolving client issues. You’ll play a key role in supporting our expanding client base while helping to improve and scale support operations. What you’ll be doing: - Providing responsive, tactical support to users by resolving product queries via email or chat - Becoming a subject-matter expert and owner of our platform and tools - Triaging and escalating bugs, technical issues, and high-priority client concerns - Surfacing client feedback to internal stakeholders to help inform product improvements - Collaborating closely with cross-functional teams (Product Ops, Engineering, Client Success) to resolve support-related issues - Contributing to support documentation and process improvements including the development and implementation of Agentic (AI) workflows - Proactively identifying opportunities to improve client experience and user education through operational insights What we’re looking for: - 1–3 years in a customer support or technical support role within a SaaS or tech-driven environment - Experience supporting enterprise-level customers or working in high-volume support queues - Demonstrated ability to operate with urgency and accountability - Proven intellectual curiosity, proactive mindset, and strong problem-solving skills - Comfortable navigating ambiguity and asking the right questions to get to resolution Excellent written and verbal communication skills, with an ability to distill complex issues into clear updates - Familiarity with support and ticketing systems (e.g., Zendesk, Intercom, JIRA) Experience working at a Series A or B startup is a strong plus At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you meet a majority of the qualifications above and see yourself in this role, we would love to see your application! What we offer: 🍎Private Medical Insurance and Health Cash Plan (UK) ✈️ Generous time off + bank holidays 📚 Education budget to be used for individual learning experiences or grouped with your team for joint learning 🧘 Annual subscription to Calm and Headspace for your mental wellbeing 🎟 Monthly coaching to talk to a trained professional about career goals, relationships, and personal development 💵 Competitive salary and commission plan including stock options, as we believe that everyone should have a stake in the business 🍼 4-month full pay parenting leave for all employees who have been with the company for one (1) year 🪴 Workplace pension scheme provided via a tax-efficient Salary Sacrifice arrangement CreativeX provides equal employment opportunities for all applicants and employees.