Teams at Plinth

Lead onboarding for 7+ clients monthly from kickoff through go-live, managing timelines, priorities, expectations, training, adoption, and value realization. Improve support and onboarding processes, manage Intercom, maintain documentation, triage issues with engineering, and synthesize feature requests into product improvements. Success is measured by onboarding speed, positive recommendations, and increased platform usage.

Own recruitment logistics, contracts, invoicing, ISO 27001 administration, and customer security questionnaires. Maintain schedules, documentation, evidence, and reusable response libraries while improving processes through templates, automations, and AI workflows. The role requires strong organization, clear communication, discretion, and initiative when handling unfamiliar work. It reports to the Chief of Staff and is based four days per week in London.

Own customer support as a scalable system rather than simply handling tickets. Respond to customers, measure support trends using Intercom, PostHog, and Linear, improve self-service content and tooling, advocate for free users, and turn recurring issues into product recommendations. The role involves dashboard creation, automation, escalation management, clear customer communication, and cross-functional work with product, engineering, and operations.