--- title: 'Support Operations Specialist at Xapien' canonical: 'https://feeny.ai/job/support-operations-specialist-xapien-london-9dw4z5p7crfw' type: 'job' last_seen: '2026-09-09' --- # Support Operations Specialist at Xapien - **Company:** Xapien - **Location:** London, United Kingdom - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-06 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.ashbyhq.com/xapien/2334ec2b-7887-4aa7-a6dd-6d86de74d1c3 ## Job description ## About Us Every business needs to know who they’re really working with whether it’s suppliers, investors, partners, or third parties. At Xapien, we’re reinventing how organisations do that, combining speed, scale and accuracy with cutting-edge AI. Since 2018, we’ve grown from a deep-tech startup to a global player in AI-driven due diligence and risk intelligence. 2024 was a landmark year as we closed a $10M Series A, earned recognition in the Chartis RiskTech100® and Everest Group’s Leading 50™, and expanded our products, markets and customer base. 2025 was even bigger: With new regulations, rising compliance pressure and growing reputation risks, organisations everywhere are demanding smarter, faster ways to work and they’re turning to us. Customers worldwide from global law firms and private banks to universities and nonprofits rely on Xapien to turn days of manual research into trusted insights, delivered in minutes. Our momentum so far Customers in a diverse range of industries, with particular growth in wealth management, financial services and supply chain onboarding. Demand accelerating beyond our UK headquarters, across multiple continents with new customers in the Middle East, Asia, and Oceania. Why this is an exciting time to join This isn’t just another job role; it’s an opportunity to shape the future of the due diligence industry with a market-leading product trusted by global organisations. Whether you’re in marketing, communications, sales, or finance, you’ll play a critical role in driving growth, building credibility, and defining how we connect our product to a rapidly evolving market. We’re scaling fast with more customers, more releases, and bigger regulatory and market challenges. Expectations are rising, due diligence now means real-time insight, delivered efficiently and with impact. You won’t just be executing campaigns, closing deals, or managing numbers, you’ll be influencing strategy, optimising processes, and helping position a brand that’s setting the new standard for trust and transparency. For people who love learning, innovating, and making an impact that matters now is the moment to be a part of Xapien. The Role: We are looking for a highly analytical and execution-oriented Support Operations Specialist to strengthen our Support function through data, process, tooling, AI, and enablement. This is an individual contributor role responsible for ensuring our Customer Support team has the systems, workflows, insights, and automation needed to deliver an outstanding customer experience at scale. If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you! Our preferred location is the London area for hybrid, in-person collaboration. You will be required to work in our Moorgate office for a minimum of two days a week. Here's what you will be responsible for: - Own and administer Support tools (e.g. Intercom, Zendesk or equivalent). - Partner with Product, Engineering, GTM and Ops to ensure integrations are stable and data flows correctly between systems. - Configure and maintain workflows, automations, SLAs, triggers and routing rules. - Design, implement, and maintain AI-driven support experiences such as chatbots, agent assist tools, summarisation, and workflow automation. - Optimise AI/automation solutions for accuracy, containment, routing, and user experience. - Analyse automation performance (involvement rate, deflection, false negatives/positives) and iterate based on data. - Build dashboards and recurring reports on SLAs, volume, backlog, CSAT, first response, resolution, product areas, and trend analysis. - Provide insights and recommend actions to improve efficiency, quality, and customer satisfaction. - Monitor operational KPIs and flag deviations early. - Document internal workflows and knowledge to ensure operational consistency. - Collaborate with Support Leadership to develop playbooks, SOPs, and quality frameworks. - Support the development and maintenance of internal knowledge bases and public Help Centres. - Act as an operational bridge between Support, Product, Engineering, GTM, and Ops. Your Skills & Experience: - Experience working in B2B SaaS Support environments - Exposure with Customer Support platforms (e.g., Intercom, Zendesk or equivalent). - Exposure working with & maintaining AI and automation solutions (e.g., chatbots, agent assist, workflow automation). - Analytical skills and comfort working with data (eg. dashboards, SQL, BI tools, spreadsheets). - Contributed to designing or optimising Support workflows, SLAs, and escalations. - Ability to document processes clearly and communicate with both technical and non-technical audiences. - Ability to work independently and drive structured outcomes without direct authority. Nobody can do everything but here's a few related things we're interested in: - Familiarity with LLM or generative AI concepts (prompting, grounding, evaluation, hallucination prevention). - Understanding of automation platforms (e.g., Zendesk Bot, Intercom Fin, Ada, Forethought, Decagon, or Zapier). - Familiarity with CRM or data systems (Salesforce, HubSpot, Snowflake, Looker, Power BI, Tableau). - Exposure to incident management programs (PagerDuty, StatusPage, Incident.io http://Incident.io). - Basic understanding of APIs, logs, or product usage analytics in a SaaS context. Here’s our promise to you: - We are going to work with you - to build a rewarding and fulfilling career with the opportunities, challenges and resources you need to do you your best work. - We succeed together- you will own a meaningful part of the business through our employee shares & equity programme. - Private health insurance to keep you in tip-top condition. - Life Insurance – let's hope nobody ever needs this! - Unlimited holidays – yes, it really is uncapped – take the time you need, when you need it. - Everyone is learning, developing and challenging themselves so we have a £1k professional development fund per year if you want to learn new skills, even new things outside of work. - Most importantly of all, we will work with you, to help you realise your fullest potential, always. ## About Xapien ## Company Overview - **One-liner**: Xapien provides an AI-powered due diligence platform that delivers comprehensive risk research on any person or company in minutes. - **Entity Type**: Private (funded; total funding $12.5M, including a £6M seed round closed in 2023) - **Headquarters**: London, United Kingdom (Moorgate) and Boston, United States (Seaport District) - **Founded**: 2018 - **Founders**: Dan Secretan and Shaun O’Mahony ## Core Business - Primary industry/industries: RegTech, Risk & Compliance, Due Diligence, AI Software - Target customers: B2B – compliance teams, financial institutions, law firms, consultancies, and enterprises needing third-party risk research - Mission or purpose statement: “Powering trust in global business” – establishing a new standard for due diligence without compromise. ## Products & Services - **Xapien Platform**: An enterprise-grade AI resolution engine that automatically researches any person or company across the entire indexed internet and any connected data sets. It delivers a unified view with full sourcing, multilingual capabilities, and false-positive removal. Available as a SaaS platform. - **Integrity Check (powered by Xapien)**: A product built in partnership with Dow Jones Risk & Compliance, providing streamlined integrity screening. - **Xapien Xchange**: A user community and forum for sharing best practices and product feedback. - **‘Ask Xapien’**: A dynamic in-report research feature that allows users to query the platform conversationally within a report. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Total funding of $12.5M (as of 2023); annual revenue of approximately $2.0M (LinkedIn estimate) - **Notable Investors/Partners**: Initial angel investors; Founders Factory accelerator (sponsored by Aviva); Chris Pilling (Chairman); Partners: Dow Jones Risk & Compliance, ComplyAdvantage, OpenCorporates, Sayari, Pinsent Masons. - **Growth Signals**: 75 employees (+41.9% YoY); US revenue grew to 43% of ARR without in-country hires; partner revenue reached 30% of ARR; opened a Boston office in 2026; expanded into Asia-Pacific; recognised in Chartis RiskTech100, KYC Solutions, and FCC50 reports; joined TechNation Upscale and Google AI First accelerator. ## Competitive Advantages - **Purpose-built AI**: Designed specifically for due diligence, not a general-purpose LLM – includes advanced multilingual research, entity resolution, and false-positive removal. - **Comprehensive coverage**: Processes information across all languages and jurisdictions, pulling from the entire indexed internet plus proprietary data sets. - **Speed and automation**: Reduces onboarding times by 65% and AML check hours by 90%, enabling low-risk clients to be onboarded in one day. - **Full sourcing and auditability**: Every fact in a report is sourced, making it suitable for regulated environments. - **Enterprise integrations**: Integrates painlessly into existing workflows and scales with bulk-processing capabilities. ## Strategic Focus - **Geographic expansion**: Growing US presence (Boston office) and Asia-Pacific footprint. - **Product development**: Launching next-generation features including configurable report templates, bulk-processing, and enhanced speed/accuracy. - **Partnership ecosystem**: Deepening alliances with global consultancies and law firms (e.g., Pinsent Masons) and expanding partner revenue. - **Scaling enterprise adoption**: Targeting large financial institutions and multinational corporations with enterprise-grade capabilities. ## Why Work Here - **Culture**: “Bright minds with hard problems” – a deeply technical environment with AI engineers, computational linguists, ML developers, and PhD scientists. Emphasis on intelligent problem-solving, supportive teamwork, and equitable tech culture. - **Work policy**: Hybrid working (access to WeWork offices in London and Boston); flexible schedules. - **Perks**: Unlimited holidays (uncapped), competitive salary with regular reviews, highly-competitive bonus plan, meaningful equity for all employees, 4-figure wellness and development budget per year, top-of-the-range kit, health insurance, life insurance, pension/401k, and proactive focus on financial, mental, and physical wellbeing. Regular team lunches, drinks, and activities. - **Growth**: Fast-growing company (75 people, +41.9% YoY) with many open roles across engineering, product, and go-to-market. Opportunity to shape product and culture. ## Sources 1. [xapien.com](https://xapien.com/) 2. [xapien.com/about-us](https://xapien.com/about-us/) 3. [xapien.com/careers](https://xapien.com/careers/) 4. [xapien.com/the-team](https://xapien.com/the-team/) 5. [linkedin.com](https://uk.linkedin.com/company/xapien-ai) ## Other roles at Xapien - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-xapien-london-dbsq6x1ntetj) — London, United Kingdom - [AI Quality Engineer](https://feeny.ai/job/ai-quality-engineer-xapien-london-xj6vsarbn3m6) — London, United Kingdom - [SDR US](https://feeny.ai/job/sdr-us-xapien-xapien-boston-ypcdrd6h7bv5) — Xapien Boston, United States - [Technical Support Specialist](https://feeny.ai/job/technical-support-specialist-xapien-london-s5sr9242w9mx) — London, United Kingdom - [Senior Account Manager US](https://feeny.ai/job/senior-account-manager-us-xapien-xapien-boston-04nbqjjmpk26) — Xapien Boston, United States - [Senior Account Manager](https://feeny.ai/job/senior-account-manager-xapien-london-j2yt165j50hn) — London, United Kingdom - [Account Executive](https://feeny.ai/job/account-executive-xapien-xapien-boston-3qq9nrvnyrbz) — Xapien Boston, United States - [Head of Product](https://feeny.ai/job/head-of-product-xapien-london-tm0tmza2a13t) — London, United Kingdom - [Digital Marketing Manager US](https://feeny.ai/job/digital-marketing-manager-us-xapien-xapien-boston-s9m77s4h5cdg) — Xapien Boston, United States - [Product Marketing Lead US](https://feeny.ai/job/product-marketing-lead-us-xapien-xapien-boston-fkvq6ysc219n) — Xapien Boston, United States