Customer Solutions Associate

As a Customer Solutions Associate, you will play an important role in supporting the delivery and ongoing success of Build Concierge's AI-powered customer engagement platform. Working closely with our customer-facing Customer Solutions Advisors and Customer Solutions Consultants, you will help configure customer environments, analyse workflow performance, investigate issues, prepare data and ensure our teams have the information and support they need to deliver an excellent customer experience.

This role does not involve travelling to customer sites to lead onboarding or training, although you may occasionally communicate with customers by email or phone to gather information or provide straightforward updates.

This is an excellent early-career opportunity for someone who is excited about building a career in AI, software and automation, and who is enthusiastic, technically curious and keen to learn in a fast-paced, early-stage business.

Solutions Delivery and Onboarding Support

• Support Customer Solutions Advisors and Customer Solutions Consultants with discovery follow-ups, preparation for product demonstrations, and technical information for straightforward use cases.
• Build a strong understanding of core platform functionality and how standard workflows can be configured to meet customer requirements.
• Assist with onboarding preparation, including organising customer requirements, preparing data and configuring platform environments.
• Complete setup and validation tasks to support structured customer onboarding plans led by the customer-facing Solutions team.

Platform Support & Collaboration

• Provide responsive, solutions-focused support to Customer Solutions Advisors and Customer Solutions Consultants, with occasional customer communication where appropriate.
• Prepare guidance, configuration information and supporting materials for customer onboarding and training delivered by the customer-facing Solutions team.
• Investigate and troubleshoot common platform, data and workflow configuration issues.
• Escalate complex technical or strategic challenges to Customer Solutions Advisors, Consultants, Product or Development when required.
• Identify opportunities to improve usability, streamline internal processes and reduce friction for customers and the Solutions team.

Usage Analysis & Operational Tasks

• Complete manual usage calculations to determine workflow execution volumes per customer.
• Analyse workflow execution data to identify successful and failed runs.
• Document patterns in workflow failures and escalate recurring technical or configuration issues.
• Maintain accurate usage records to support billing, reporting, and customer success discussions.
• Assist in preparing customer usage summaries and performance insights for internal reporting and for use by customer-facing colleagues.

Technical Knowledge & Platform Support

• Develop working knowledge of REST APIs, webhooks, and authentication methods such as OAuth and API keys.
• Manipulate customer data using CSV and Excel formats to support system setup, validation, and diagnostics.
• Understand CRM and field service management data structures to support configuration, integration and troubleshooting activities.
• Use browser developer tools and SaaS troubleshooting techniques to investigate platform issues.
• Translate straightforward customer requirements, provided by the customer-facing Solutions team, into practical platform configurations.

Continuous Improvement

• Contribute to onboarding checklists, internal support playbooks and process documentation.
• Assist with maintaining and updating internal guidance and customer-facing knowledge resources.
• Help organise and document customer feedback gathered by Customer Solutions Advisors and Customer Solutions Consultants, sharing relevant insights with Product, Sales and Development teams.
• Support initiatives designed to improve onboarding efficiency, platform quality, reporting accuracy and usage tracking processes.

Essential

• Genuine enthusiasm for AI, SaaS products and automation, with the ability to demonstrate an active interest in how these technologies can improve the way businesses operate.
• Strong written and verbal communication skills, with the ability to explain information clearly and work effectively with both technical and non-technical colleagues.
• A proactive, solutions-focused mindset with strong curiosity and problem-solving ability.
• Strong attention to detail and analytical thinking skills.
• Comfortable working with data in spreadsheets such as Excel or Google Sheets.
• Ability to follow structured processes while proactively identifying improvement opportunities.
• Highly organised, proactive, and comfortable working in a fast-paced, early-stage business environment.
• Confidence using general business software; familiarity with CRM or field service management (FSM) systems.

Desirable

• Basic understanding of REST APIs, integrations and authentication concepts, or a strong willingness to learn.
• Experience manipulating and analysing data using CSV or spreadsheet tools.
• Exposure to troubleshooting software, SaaS platforms or technical issues, whether through employment, education, personal projects or self-directed learning.
• Experience within field service management, customer support, operations, software or a related environment.
• Hands-on interest in automation platforms or AI-driven tools, including personal experimentation, projects or self-directed learning.
• Ambition to build a career in AI, software and automation, with the enthusiasm and adaptability to develop deeper technical expertise over time.