Support customers and users
Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed.
You will build deep knowledge of Mast’s platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows.
Build the support operating system
Help design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards.
You will look for repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes.
Turn support into product insight
Because this role reports into Product, you will do more than answer questions.
You will identify patterns in customer feedback, recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input.
Create self-service documentation
Write clear, practical help articles, FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks.
You will help keep everything up to date as the platform evolves.
Use AI tools to draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work.
You don’t need to be an AI expert. We are looking for someone curious, experimental, and willing to learn.