Plum (withplum) Benefits Overview

Investigate and resolve complex technical customer issues escalated from frontline support, performing root cause analysis, incident response, and issue triage. Collaborate with Engineering, Product, Operations, and third-party providers to resolve problems, validate fixes, and improve processes. Maintain runbooks and documentation, identify automation opportunities, and communicate directly with customers on complex cases. The role requires basic SQL, Python, Grafana, and log-querying skills, along with strong troubleshooting and analytical abilities.

Investigate and resolve complex technical issues escalated from frontline support, perform root-cause analysis, support incident management, collaborate with Engineering and Product, maintain runbooks and documentation, work with third-party providers, and communicate with customers on escalated cases to ensure timely resolution and identify automation opportunities.

Provide video-first financial guidance to mass affluent clients on wealth accumulation, ISAs, pensions and goal-based planning. Convert centralised, pre-qualified leads, ensure FCA-compliant suitability reports using Plum's tech, and feed customer insights into product and engineering roadmaps.