Product Support Analyst chez Ravelin

Who are we?

Hi! 👋 We are Ravelin! We're a fraud detection company using advanced machine learning and network analysis technology to solve big problems. Our goal is to make online transactions safer and help our clients feel confident serving their customers.

And we have fun in the meantime! We are a friendly bunch and pride ourselves in having a strong culture and adhering to our values of empathy, ambition, unity and integrity. We really value work/life balance and we embrace a flat hierarchy structure company-wide. Join us and you’ll learn fast about cutting-edge tech and work with some of the brightest and nicest people around — check out our Glassdoor reviews.

If this sounds like your cup of tea, we would love to hear from you! For more information check out our blog to see if you would like to help us prevent crime and protect the world's biggest online businesses.

The Role

Ravelin is looking for a Product Support Analyst to join a fantastic team where product support meets data science. You will be part of a team conducting the initial investigation into issues raised by clients, as well as training and supporting them to make sure they get the best out of their fraud prevention tools. You are in your element working with people, and can explain complex problems and solutions in a clear and simple way whether over Slack, email, in a client call or when providing training. An adaptable problem solver, you are organised and able to work autonomously and keep track of a variety of tasks.

You'll be our first point of contact for our clients and you shall work closely alongside Account Management to prioritise projects and alongside Data Scientists in the Investigations team to solve client queries. You will help to ensure that clients understand their fraud problems, provide solutions and will become an expert in the Ravelin product. This role has several potential directions for development, with opportunities available to gain experience in a variety of areas including data analysis, data science or project management.

Responsibilities

• Conduct the initial analysis and investigation of incoming client queries (via Slack, emails, video calls)
• Work very closely with a wide range of Ravelin teams (Investigations, Detection, Integrations, Product), fielding issues out to the correct team where appropriate and feeding back responses to clients.
• Help coordinate regular client calls, and on-site visits where required
• Identify client KPIs, and report back to clients on performance
• Provide product training to clients
• Act as a client advocate by sharing crucial feedback with the Product team and ensuring clients understand the value of new updates.
• Utilise project management and ticketing tools to keep track of internal project work, client issues and requests to provide progress updates.
• Keep client and support documentation up to date
• Identify opportunities for improving support (e.g. help pages, API docs)
• Analyse support data to identify trends, proactively flag potential client issues, and contribute to our team's knowledge base.

Requirements

• Strong problem solving skills and analytical mindset
• Proven ability to handle urgent client requests and prioritise appropriately
• Excellent communication (verbal and written) and relationship building skills
• Excellent organisation skills - ability to keep track of different requests across a variety of teams
• Proactive self-starter, able to learn quickly and work independently
• Comfortable in a fast paced, constantly evolving environment
• A genuine curiosity about technology and an interest in learning about applied Machine Learning
• Technical background experience in a tech/startup environment (desirable)
• Basic SQL skills (or ability and willingness to learn SQL)
• Experience in delivering training (or ability and willingness to learn more)
• Knowledge of the fraud/payments industry (desirable but not essential)

Benefits

• Flexible Working Hours & Remote-First Environment — Work when and where you’re most productive, with flexibility and support.
• Comprehensive BUPA Health Insurance — Stay covered with top-tier medical care for your peace of mind.
• £1,000 Annual Wellness and Learning Budget — Prioritise your health, well-being and learning needs with funds for fitness, mental health, and more.
• Monthly Wellbeing and Learning Day — Take every last Friday of the month off to recharge or learn something new, up to you.
• 25 Days Holiday + Bank Holidays + 1 Extra Cultural Day — Enjoy generous time off to rest, travel, or celebrate what matters to you.
• Mental Health Support via Spill — Access professional mental health services when you need them.
• Aviva Pension Scheme — Plan for the future with our pension program.
• Ravelin Gives Back — Join monthly charitable donations and volunteer opportunities to make a positive impact.
• Fortnightly Randomised Team Lunches — Connect with teammates from across the company over in person or remote lunches every other week on us!
• Cycle-to-Work Scheme — Save on commuting costs while staying active.
• BorrowMyDoggy Access — Love dogs? Spend time with a furry friend through this unique perk.
• Fortnightly Board Game Nights & Social Budget — Unwind with fortnightly board games or plan your own socials, supported by a company budget.
• Employees lead microsocials — from hiking to visiting the inside of Big Ben, our imagination is the limit. 

*Job offers may be withdrawn if candidates do not meet our pre-employment checks: unspent criminal convictions, employment verification, and right to work.*