Product Support Associate

We help companies get compensation right.

What we get paid at work has a massive impact on our lives, and it’s one of the biggest factors in hiring and retaining talent - and yet so many companies struggle to get it right. They simply have no choice but to rely on poor data and unsophisticated tools for their pay decisions. That’s why we created Ravio.

We help many of the world’s most innovative and ambitious companies build stronger teams and reach their goals through better compensation. Our real-time data platform brings compensation into the modern age with clarity and transparency. We’re passionate about ensuring everyone is paid what they deserve, no matter their background or circumstances. We believe that when compensation is done right, everyone wins.

Ravio is growing fast, which means you can too. We’ve established ourselves as the European leader in our space serving more than 1,200 clients, and now have our sights set on becoming the global go to place for compensation data and tools for managing compensation.

Joining a startup and scaling it into a global product is one of the most challenging and rewarding experiences a career can offer. If that sounds exciting to you, you’re in the right place.

The Role

We are seeking a Product Support Specialist to join our team. In this role, you'll be the key internal resource for our customer-facing teams, including Sales and Customer Success Managers (CSMs). You'll provide exceptional support to these internal partners, enabling them to effectively resolve customer product issues. You'll also serve as an escalation point to directly support customers when required, ensuring a seamless experience for our end-users. You'll act as a bridge between the customer-facing teams and our technical departments, ensuring a smooth flow of information and driving product improvement.

Key Responsibilities

• Provide hands-on, technical support to internal teams like Sales and CSMs to help them resolve customer issues across our global customer base.

• Proactively support emerging features and key processes, such as customer onboarding, helping us identify and solve challenges as we scale.

• Serve as the primary escalation point for complex or sensitive customer issues, stepping in to provide direct support and resolution when necessary.

• Gather and analyse feedback from internal teams to identify common customer issues and opportunities for product and process improvement.

• Collaborate cross-functionally with product, engineering, and operations teams to ensure internal partners have the resources they need to succeed.

• Create and refine informative content such as guides and FAQs for internal and customer use to enhance the support process.

• Build strong relationships with internal teams and act as an internal advocate for their needs.

What we’re looking for

• A minimum of 1-2 years of work experience, including internships.

• Strong technical background with the ability to understand and solve complex product-related issues.

• Experience with SaaS technologies and products is a plus. Experience working in HR technology is a plus.

• Excellent written and verbal communication skills.

• Outstanding analytical, organisational, and problem-solving skills with a meticulous attention to detail.

• Team player who can lead and make decisions in ambiguous situations.

• Proven customer focus and a history of providing exceptional service, with a strong emphasis on internal customer satisfaction.

Your Key Skills

• Problem-Solver: You are proactive and entrepreneurial, using insights from both internal teams and customer interactions to drive product improvements.

• Adaptable: You learn quickly and thrive in a fast-paced, high-growth environment where you embrace change.

• Collaborative: You are a low-ego team player who works well with diverse teams.

• Mission-Driven: You are passionate about contributing to a company that aims to make a positive impact.

• Organised: You have excellent prioritisation and organisational skills.

What you’ll get:

• The opportunity to be part of the early team of a category-defining company backed by a strong roster of world-class investors

• An inclusive work environment characterised by a high degree of trust, respect and integrity

• The ability to work closely with and learn from the company’s founders as well as a highly ambitious team of smart, mission-driven individuals

• A high degree of autonomy and the opportunity for fast-tracked professional growth

• While we’re very focused at work, we also know how to have fun in the process and don’t take ourselves too seriously

• Competitive compensation (and we know what we’re talking about!) with significant upside potential for high performance. And company equity, of course.

• An amazing benefits package for everyone, regardless of their role or level, including generous paid time off allowances as well as enhanced parental leave benefits

• Salary: £27,000 - £35,000

• Company ownership (everyone gets a meaningful equity stake in Ravio)

• 37 days paid time off (25 days holiday + 4 wellness day + 8 public holidays)

• Up to 6% pension matching scheme

• £60 a month wellness allowance (Invest in your physical wellbeing, on us)

• £500 per year Learning and Development budget

• Private healthcare cover with AXA

• Personal travel insurance - just in case

• Income protection insurance (for full peace of mind in case you cannot work because of sickness or disability)

• 16 weeks fully paid birthing parent leave, followed by 4 weeks at 50% pay & 8 weeks for non-birthing parent
  #LI-Hybrid