Application Support Analyst

Who we are:

We're one of Europe's fastest-growing fintech companies – on a mission to create the world's most empowering way to pay.

We launched the product in 2020 and achieved double unicorn status, valued at $2 billion, and since then have taken on more than 6 million customers.

Our mission is to become the best way to pay for anything, anywhere and say goodbye to credit costs for everyone. This is huge. Want to join us?

About the role.

This role is responsible for supporting and optimising the business applications that underpin day-to-day operations across the company. Acting as a key point of contact for internal teams, you'll manage application support, resolve incidents, drive continuous improvements, and develop AI-powered automations to enhance efficiency and customer outcomes in a fast-paced, agile environment

Day to day responsibilities:

• Working closely with other teams to understand their application needs, help them select best platforms, provision and support them.

• Be the main point of contact and expertise on business applications used by other teams (including Intercom, Aircall, Assembled), as well as the core Zilch platform.

• Responding to incidents affecting our business applications, communicating the impact to internal teams and finding solutions or workarounds.

• Building relationships with our application suppliers, working with them to resolve bugs and request new features.

• Continually improving tooling, practices and knowledge in the Business Applications team, including writing documentation and researching new ideas.

• Designing and building AI-driven workflows and automations (e.g. prompting for procedures/tasks, agentic workflows), and taking these live in a controlled, tested way.

• Working with our data to ensure we store and process information securely and effectively.

• Working in an agile environment on systems which are critical for our customers.

• Assist in ad-hoc technology support and technology related duties.

We're looking for...

• Proven analytical skills and ability to problem solve.

• Understanding of business applications and processes; proven track record in supporting the business' usage of those.

• Understanding of APIs and integrations.

• Ability to learn new concepts and applications quickly by getting stuck in.

• Proven ability to implement best practice processes and application usage.

• Ability to manage their own work pipeline as well as work as a part of a team, taking initiative to fit in with how we work.

• Practical experience with AI and prompting techniques — building AI-assisted workflows or automations, not just an interest in the space.

• Good understanding of change management, testing, UAT and release validation.

• Ability to explain technical concepts to non-technical stakeholders, and vice versa.

• Strong awareness of data security best practices.

Bonus Skills.

• Experience working in or supporting Operations/Customer Service teams.

• Experience supporting Intercom or similar customer service platforms.

• Experience implementing and supporting business applications such as CRM and ERP systems.

• Experience supporting telephony systems (like Aircall, Amazon Connect, Ujet).

• SQL and/or Python scripting.

• Usage of low-code integration/automation platforms like n8n, Zapier, Workato, Hightouch, OutSystems.

• Exposure to workflow management systems.

• Familiarity with AWS and Datadog (or similar cloud/monitoring tooling).

Benefits, Compensation & Savings:

• Pension scheme.

• Death in Service scheme.

• Income Protection.

• Permanent employees enjoy access to our Share Options Scheme.

• 5% back on in-app purchases.

• £200 for WFH Setup.

Health & Wellbeing:

• Private Medical Insurance including;

• GP consultations (video, telephone or face-to-face).

• Prescribed medication.

• In-patient, day-patient and out-patient care.

• Mental health support.

• Optical, dental & audiological cover.

• Physiotherapy.

• Advanced cancer cover.

• Menopause support.

• Employee Assistance Programme including:

  • Unlimited mental health sessions.

  • 24/7 remote GP & physiotherapy.

  • 24/7 helpline for emotional & practical support.

• Savings & discounts on everyday shopping.

• 1:1 personalised well-being consultations.

• Gym membership discounts.

Family Friendly Policies:

• Enhanced maternity pay.

• Enhanced paternity pay.

• Enhanced adoption pay.

• Enhanced shared parental leave.

Learning & Development:

• Professional Qualifications.

• Professional Memberships.

• Learning Suite for e-courses.

• Internal Training Programmes.

• FCA & Regulatory training.

Workplace Perks:

• Hybrid working: office-based Monday, Wednesday, and Thursday; remote working Tuesday and Friday

• Casual dress code.

• Workplace socials.

• Healthy snacks.