---
title: 'Customer Support Analyst at Plinth'
canonical: 'https://feeny.ai/job/customer-support-analyst-plinth-london-bs1vjkh58q60'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Support Analyst at Plinth

- **Company:** Plinth
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/plinth/53ff5b82-59ed-45f3-a351-82dd76a7d060

## Job description

TLDR: Plinth builds software for charities, foundations and funders. 13,000+ UK organisations use us, we add 7+ clients a month, and we ship constantly. We're hiring someone to own support as a system rather than work a queue. You'll be the first person customers reach, but you'll be judged on whether fewer of them need to reach you next quarter, and on being able to prove it. You'll also own free Plinth, which exists because it's good for the sector and because it's where we learn fastest. A strong first or second job: you'll touch support, product, engineering and operations in your first month.

## WHAT YOU'LL OWN

- Your own workload. You start as first responder in Intercom, and your job is to make that role smaller every quarter. Falling volume with rising satisfaction is the metric, not tickets closed
- Measurement. PostHog, Intercom and Linear are yours: the ticket tagging that makes volume analysable, the dashboards showing where users get stuck, the view of whether fixes shipped and queries stopped. Right now we can't see our own support data clearly enough to know if we're improving. That's your problem to solve
- Free Plinth. Thousands of small charities who could never afford software like this get it anyway, and they test new functionality at volume. You own their experience and argue their case internally, and know when it will make the product better for everyone.
- Self-serve. Help articles, in-app guidance, website content and the chatbot behind them. A product with an audience, not a wiki that gets tidied when things are quiet
- Support tooling. Find the queries that shouldn't need a human, then build or spec the thing that removes them: a status page, a clearer error message, an automation, a self-serve action. You're expected to spot it, make the case and see it land
- The loop into product. Recommendations backed by evidence, not anecdote: here's the query volume, here's the funnel showing where it starts, here's what we change, here's how we'll know it worked. Then follow it until the cause is fixed, not the symptom
- Escalation and response. Customers hear back in minutes, not tomorrow, and stay informed until it's genuinely resolved

## WHAT WE'RE LOOKING FOR

- You work without handholding. We'll give you context and a clear idea of what good looks like, not a daily list
- Repetition bothers you. Answering the same question by hand for the tenth time should feel like a bug you own
- You think past the ticket in front of you: why did this reach me at all, and what would stop the next fifty
- You reach for a number rather than a feeling. You don't need to arrive knowing PostHog, just to enjoy turning a messy pile of tickets into a chart that settles an argument
- You'll advocate for users internally, including the ones who don't pay us
- You're properly organised. Tickets, escalations, half-written articles and an invoice query all live at once, nothing quietly dropped
- You write clearly and fast, to stressed non-technical people. Warm, unpatronising, honest when something's broken
- You've run something yourself: a society, a side project, a process you rebuilt in a part-time job
- Charity sector experience and technical confidence are both real advantages

## WHAT GOOD LOOKS LIKE AFTER A YEAR

- The top recurring queries from your first month no longer exist
- Support volume per customer has fallen while the company has grown, and we can see it on a dashboard you built
- Anyone at Plinth can answer "are we getting better at support?" in thirty seconds
- You can point at paid features that shipped better because free users hit the problems first

Recent graduates welcome. We care more about how you think, write and organise yourself than what you've done before. If you want ownership rather than a narrow lane, this offers more range in a year than most graduate schemes manage in three.

## LOGISTICS

- Location: London, Old Street (4 days a week in office)
- Hours: Full time
- Salary: 40-50k depending on experience

## About Plinth

## Company Overview
- **One-liner**: An AI-powered platform that helps organisations deliver, measure, and fund community impact, serving charities, foundations, and local government.
- **Entity Type**: Private (Startup)
- **Headquarters**: London, United Kingdom
- **Founded**: 2016
- **Founders**: Tom Neill-Eagle (Co-Founder & CEO), William Thompson (Co-Founder)

## Core Business
- **Primary industry/industries**: Software Development / Social Impact Technology
- **Target customers**: B2B and B2G – charities (small, large), community interest companies (CICs), housing associations, foundations, local infrastructure organisations, and local authorities across the UK and internationally.
- **Mission or purpose statement**: “Build stronger communities.”

## Products & Services
- **[Grant Management](https://www.plinth.org.uk/)**: AI-powered due diligence, application scoring, risk assessment, automated checks against Charity Commission data, pipeline tracking, and built-in funder reporting. Used by 60+ UK funders.
- **[Case Management](https://www.plinth.org.uk/)**: AI-generated case notes from voice recordings, client journey tracking, outcome monitoring, secure data sharing with referral partners, and safeguarding workflows.
- **[Bookings & Payments](https://www.plinth.org.uk/)**: Event scheduling, public booking pages, integrated Stripe payments with automatic receipts, room/resource management, and calendar views for venues and activities.
- **[Impact Measurement](https://www.plinth.org.uk/)**: AI-powered analytics to measure, report, and demonstrate social impact with anonymised and aggregated data sharing.
- **[Secure Collaboration](https://www.plinth.org.uk/)**: Each organisation manages its own personal data and chooses whom to share aggregated reporting information with.
- **[Crisis & Resilience Fund, Family Hubs, HAF Programmes, Community Grants](https://www.plinth.org.uk/)**: Purpose-built modules for specific government and foundation programmes (e.g., Holiday Activity & Food, CRF, Family Hubs).

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Trusted by **1,500+ community organisations** and **60+ funders**, managing over **£200m in annual grant making** ([plinth.org.uk](https://www.plinth.org.uk/))
- **Notable Investors/Partners**: Not disclosed in available sources. Clients include Rank Foundation, Point North, Steve Morgan Foundation.
- **Growth Signals**:
  - Growing **3–4× this year**, onboarding **7+ new clients per month** ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))
  - Headcount **9 employees**, **+27.3% year-over-year**, **+16.7% monthly growth** ([linkedin.com](https://uk.linkedin.com/company/plinth-impact))
  - **International expansion underway** beyond the UK ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))

## Competitive Advantages
- **All-in-one platform** combining grant management, case management, bookings/payments, and impact measurement – reducing the need for multiple tools.
- **Free forever tier** for small charities and CICs, lowering the barrier to adoption.
- **AI-native** with automated due diligence, application scoring, case note transcription, and impact analytics, saving frontline organisations significant admin time.
- **Built for the UK public and social sector** – complies with WCAG accessibility standards, Charity Commission data integration, and DfE reporting (e.g., HAF).
- **Privacy and security first** – encrypted data at rest and in transit, defined user access roles.

## Strategic Focus
- **Scaling sales and partnerships** across Local Authorities in the UK, currently hiring a Local Government Partnerships Manager ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))
- **Winning case management deals** with charities delivering frontline services (youth work, mental health, etc.) and supporting international expansion.
- **Continuous product development** with frequent feature releases; the small, fast-moving team enables quick turnaround from idea to action.

## Why Work Here
- **Real-world impact** – Work directly with charities, grassroots organisations, and government bodies to reduce admin burden and amplify community impact.
- **Fast growth and ownership** – Growing 3–4× per year; team members have clear ownership over projects that directly shape how the company scales.
- **Collaborative, in-person culture** – Office in Old Street, London. Typical time on-site is “In-Office” but the company describes itself as a **hybrid** workspace (combination of remote and on-site) ([builtin.com](https://builtin.com/company/plinth-1)).
- **Transparency and trust** – Open about mistakes, no professional cynicism, good ideas turn quickly into action.
- **Values-driven hiring** – Looks for **plain language, impressiveness (weird projects), excitement, curiosity, and ambition** ([plinth.org.uk/careers](https://www.plinth.org.uk/careers)).
- **Key team composition** – Small team of 9 (27% consulting, 7% technical, 7% product, 4% project management) with co-founders still actively leading ([linkedin.com](https://uk.linkedin.com/company/plinth-impact)).

## Sources
1. [plinth.org.uk](https://www.plinth.org.uk/) – Company website, product descriptions, mission, clients, free tier.
2. [plinth.org.uk/careers](https://www.plinth.org.uk/careers/) – Culture, growth metrics, hiring values, open roles.
3. [builtin.com](https://builtin.com/company/plinth-1) – Founded year, hybrid policy, office location, job listings.
4. [linkedin.com](https://uk.linkedin.com/company/plinth-impact) – Headcount, growth, founders, headquarters, industry.

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