Associate Product Support Analyst, Xelix
£35-40k
+ 10% bonus
2+ days a week in office
AI-powered control centre for accounts payable teams
Open for applications
AI-powered control centre for accounts payable teams
101-200 employees
Open for applications
£35-40k
+ 10% bonus
2+ days a week in office
101-200 employees
Company mission
To build best-in-class solutions for Accounts Payable - using the latest technology to drive real outcomes for our customers.
Role
Who you are
- The ability to trouble-shoot and resolve technical issues is a key element of the role
- The successful candidate would have excellent technical acumen, organisational and communications skills and a drive to ensure the client experience matches our culture and helps build enduring relationships with our customers
- This role be ideal for a candidate looking to leverage and hone their existing technical skills (like Python) whilst getting the opportunity to develop a skill set in project management and customer support
- They will be a proactive, resourceful multitasker with at least one year of experience in a customer facing role
- You’ll excel here if you love helping people, have strong problem-solving skills, and can adapt quickly to changing priorities in a collaborative environment
- Experience in customer support, accounting or accounts payable is a plus but not required
- Experience: At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required
- Adaptability: Strong time management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast-paced environment, effectively multitasking and handling shifting priorities
- Customer-Centric Mindset: A customer-first approach, with a genuine passion for helping customers feel valued and heard
- Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem-solving skills. Python proficiency is mandatory and will be tested during the recruitment process
- Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service
- Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences
- Education: Bachelor’s degree or equivalent experience, preferably in a related field
- Experience of Intercom is a plus!
What the job involves
- The Support Analyst assists customers with addressing any issues they have with the Xelix platform
- They are responsible for reviewing tickets raised by the customers and resolving them in an expedient manner
- This is an exciting role working that collaborates regularly with numerous other functions within the company, like Customer Support, Professional Services, Product and Engineering
- The role is critical in ensuring that any customers of Xelix are able to use the platform as designed
- Proactively handle technical and non-technical customer queries, providing efficient and effective solutions
- Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers
- Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements
- Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns
- Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources
- Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction
- As you evolve in the role, you will also assist in platform maintenance activities such as:
- Checking the data logs to proactively highlight any issues with Live customers usage of the platform
- Assisting the Support team members with any error resolution on customer files or platform
- Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers
- Supporting ad-hoc queries from Customer Success teams on platform behaviour
- This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday
Application process
- Introductory Call – A short Teams conversation with a Talent Partner to discuss your background and the opportunity
- Hiring Manager Interview – A 30–45 minute Teams meeting to explore your experience and fit for the team
- Technical Task or Presentation – A role-relevant exercise to demonstrate your skills and approach
- Final On-site Interview – An in-person meeting with our senior leadership team and co-founders at our office
Salary benchmarks
Our take
Xelix helps enterprise finance teams detect high-risk transactions and prevent financial losses driven by error or fraud. The solution also provides a deep analytics capability in the areas of cash management & supply chain performance.
Currently, up to 1% of company spend is lost due to Accounts Payable errors. This can be caused by simple manual errors (e.g. keying mistakes), technology mishaps (e.g. OCR failures) or intentional fraud from inside or outside the company. When trying to maximize the profitability of a company a 1% difference in net spending can make an immense difference, therefore the software that Xelix is developing has huge potential.
As evidence of its power, Xelix claims that it typically saves companies 6-figures within the first 3 months of going live and drives a positive ROI within one month. Additionally, its analytics capability provides in-depth analysis & insights on supply chain activity - including payment performance, procurement trends & working capital management. Ultimately, Xelix has the first-mover advantage in its market and if keeps progressing at its current pace it could easily grow rapidly.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jul 2025
$160m
SERIES B
Jul 2022
$5m
SERIES A
Total funding: $165m
Company benefits
- Learning & development culture – £500 personal annual budget
- We’re carbon-neutral and are working towards ambitious carbon reduction goals
- Lots of team socials & activities
- Annual team retreat
- On-site Gym
- 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
- Hybrid working from our dog-friendly Hoxton office
- Comprehensive private medical & dental cover with Vitality
- Enhanced parental leave
Company values
- Be productive
- Be proactive
- Keep improving
- Be collaborative
Company HQ
London, UK
Articles
Leadership
Paul Roiter
(Co-Founder & CEO)Paul has a degree in Political Science and Government and an MBA. They previously co-founded Dingo App, a peer-to-peer ticketing app.
Phil Watts
(Co-Founder & CPO)Phil has a degree in Maths and Economics, and they're a qualified Chartered Accountant. They previously co-founded Dingo App, a peer-to-peer ticketing app.
People progressing
Maddy joined Xelix as an SDR in 2022, before joining the Partnerships team in October 2023.
Miki joined Xelix in 2019 as a Software Engineer, before being promoted to Lead Data Engineer. They are now a Staff Software Engineer.
Having joined Xelix in April 2023 as an SDR, Hannah is now a Customer Success Manager.
Diversity, Equity & Inclusion at Xelix
- Building a diverse and inclusive team is at the heart of everything we do both in the people team, and the wider Xelix team. We are aware that diversity & inclusion efforts are ongoing, and that we will never have it all figured out and ‘done’. This means we need to constantly learn and iterate. We will also make mistakes, but the important thing is that we learn from them and act with positive intent.
- Equal opportunity employer
- Advanced parental pay
- Actively track and working to improve gender balance (currently 29% female)
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