Customer Support & Operations Associate - AI Wealthtech Start-Up

Location: Remote (United Kingdom) Role Type: Full-time Employee About PlannerPal PlannerPal is an AI-workflow platform for modern financial advice and wealth management. We help financial advisers and wealth management firms save time, reduce administrative burden, and deliver better client outcomes by automating core adviser workflows, including meeting notes, client documentation, and CRM updates. By structuring insights from client meetings and documents and writing them back into adviser systems with full auditability and adviser control, PlannerPal improves data quality, supports consistent and compliant advice delivery, and enables firms to operate more efficiently at scale. PlannerPal is trusted by hundreds of UK advisory and wealth firms, collectively overseeing more than £150bn of client assets. We work with firms ranging from progressive regional practices to some of the UK’s largest wealth managers, and have recently signed multiple enterprise agreements with top UK wealth management firms and adviser networks. PlannerPal integrates with multiple industry technology providers, including four leading UK adviser CRMs, and is the strategic AI partner of Iress Xplan. Through deep integrations, PlannerPal embeds directly into adviser workflows, ensuring strong adoption, governance, and reliability. PlannerPal has been recognised by FT Adviser as one of the Top 3 AI tools for financial advisers in 2025 and is a winner of the FT Adviser Five Star Service Award 2025. This is an opportunity to join a fast-growing UK wealthtech company at a pivotal stage of growth. Tasks Customer Support & Issue Resolution Act as the first line of support for client queries across the PlannerPal platform Triage, diagnose, and resolve user issues efficiently, escalating where required Work closely with internal teams (Product, Engineering, Customer Success) to ensure timely resolution Maintain high-quality communication with clients, ensuring clarity and responsiveness Automated Support System Ownership Own and manage PlannerPal’s automated customer support systems (including AI-driven support tools) Continuously improve automated responses, workflows, and support processes Identify opportunities to reduce manual support through automation and optimisation Monitor support performance metrics and suggest improvements Client Experience & Operations Support the wider Customer Success team in delivering a smooth client experience Help maintain internal documentation, support materials, and knowledge bases Assist in onboarding support activities and user access queries Sales & Business Development Support Provide administrative support to Sales and Business Development teams Assist with CRM updates, data entry, and maintaining accurate records Support coordination of meetings, demos, and client communications Help ensure smooth internal processes across the commercial function Requirements Core Domain Knowledge Understanding of financial advice processes and adviser workflows Familiarity with CRM systems used in financial advice, particularly Iress Xplan Awareness of working within FCA-regulated environments Experience Experience in customer support, client services, or operations Background working in a wealth management firm (e.g. adviser support, admin, paraplanning support) or supporting financial services clients in a technology business Experience handling client queries in time-sensitive or high-pressure environments Experience using CRM systems and managing client data Desired Experience Experience working in a fast-paced start-up or scale-up environment Exposure to AI tools, automation, or digital platforms Experience supporting sales or business development teams Familiarity with support ticketing systems or knowledge base tools Skills & Attributes Strong problem-solving skills and ability to troubleshoot issues quickly Excellent communication skills, both written and verbal High attention to detail, particularly when handling client data and documentation Ability to prioritise effectively and manage multiple requests simultaneously Proactive and organised, with a strong sense of ownership Comfortable working in a fast-moving environment where processes are evolving Benefits Competitive salary + pension + employee share options Remote-first work environment (UK-based team) Regular team meet-ups to foster collaboration and culture Transparent, open environment where your voice is valued Opportunity to grow into broader Customer Success or Operations roles as we scale Fast-growing start-up environment We’re a UK-based, remote-first team guided by principles that shape how we work together and with our customers: Celebrate Individuals, Build as a Team Focus on Foresight, Not Just Speed Be Human, Not Perfect Feedback is a Gift Believe in Each Other Grow Together Build with Boldness Customers First, Always Why Join Us? You’ll be at the front line of how clients experience PlannerPal, playing a key role in ensuring our platform delivers real value to financial advisers and their clients. As part of a fast-growing team, your work will directly influence client satisfaction, retention, and the overall success of the business. If this sounds like the kind of environment where you’d thrive, we’d love to hear from you. Interested? Send your CV and a short note on why you’re excited about our mission, along with your relevant experience. We review every application carefully.