Customer Support Specialist (UK)

All Gravy is the AI-native people operating platform for hospitality and retail.

We're modernising how frontline teams work, replacing scattered tools and outdated systems with a single app that's actually built for the way people work & socialise today. Our AI Colleague gives staff instant answers & executes day-to-day tasks, freeing up managers to focus on people & customers instead of paperwork. We work with some of the most exciting brands in hospitality and retail, including Gail's, L'Osteria, Dishoom, Pizza Pilgrims, Ottolenghi, Q8 and 7-Eleven. Today over 2,000 restaurants and stores trust us to run their teams.

We've grown 10x in two years and are accelerating into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to create better work lives for the 80% of the world that do not sit behind a desk.

About the role

We're looking for a Customer Support Specialist with strong communication skills who loves solving problems and helping customers get the most out of All Gravy.

You'll be the first line of support for our customers - answering questions, troubleshooting issues, and making sure every interaction leaves them feeling looked after. But this role goes beyond reactive support: you'll play a key part in shaping how we scale support with AI, working closely with our Customer Success and Product teams to turn recurring problems into smarter, more automated solutions.

This is a full-time position based in Central London, working primarily from our office with some flexibility to work from home. Hybrid work is possible to some extent.

️ Your Responsibilities

1. Frontline customer support

• Own incoming customer conversations in Intercom - respond quickly, clearly, and helpfully

• Troubleshoot issues, guide customers through solutions, and know when to escalate

• Keep customers informed and confident throughout, so every interaction builds trust

2. Problem-solving & technical curiosity

• Dig into the root cause of issues rather than just treating symptoms

• Log, track, and follow up on bugs and feature requests in Linear, in close partnership with Product

• Build a deep working knowledge of the All Gravy platform and get genuinely curious about how it works

3. AI & automation

• Play a key role in implementing and adopting AI tools to automate and scale our support

• Help build and refine automated responses, help-centre content, and workflows that resolve issues faster

• Spot repetitive queries and turn them into self-serve or automated solutions

4. Collaboration & customer advocacy

• Work closely with the Customer Success team to ensure a seamless customer experience and flag at-risk accounts

• Partner with Product to surface trends, report bugs, and advocate for improvements based on what you hear from customers

• Be the voice of the customer internally and help continuously improve our support processes

⭐️️ What does it take to thrive here?

We're looking for the right mindset rather than a specific educational background. You'll thrive if you're curious, communicative, and genuinely enjoy helping people.

You'll enjoy the role if you:

• Have strong written and verbal communication skills - clear, warm, and professional

• Are a natural problem-solver with curiosity for technical solutions and how things work

• Are comfortable working with tech and SaaS products, and excited to learn tools like Intercom and Linear

• Are energised (not intimidated) by AI and automation, and keen to help shape how we use it

• Can work independently but also thrive in a close, collaborative team

• Stay calm, organised, and positive when handling multiple conversations at once

Why All Gravy

• Grow fast, for real. We promote from within, move quickly, and give you real responsibility from day one

• A culture that actually develops you. Honest feedback, active coaching, and the autonomy to experiment. We invest in you because your growth is our growth

• Work that matters. Your work will directly impact the daily lives of millions of frontline workers.

• You'll work with people who've built, scaled, and won. Ex-founders, operators, all here because they want to do it again, bigger

• The good stuff too. Prime office location, team lunches, Friday bars, padel tournaments, wine tastings, offsites, top-tier equipment, and a fridge that's always stocked. We work hard and celebrate harder