Customer Success Specialist

Mast is on a mission to make complex lending simple. The UK's specialist lending market is underserved by technology, with legacy systems that can't handle the nuance of complex income, niche products, or the broker workflows that specialist lenders rely on.

We're building modern, cloud-native lending technology, purpose-built for specialist lenders, that helps them process more applications in less time, reach decisions faster, and deliver better experiences for brokers and borrowers.

We're pioneering the use of AI in mortgage origination, building it into the platform from the ground up rather than bolting it onto legacy architecture.. We work with regulated lenders across the UK, have a 100% delivery track record, and are building a high-performance team where everyone has real ownership and direct impact.

About the role

This is not a traditional support role, and you do not need any previous customer support or technology experience to apply.

This role is ideal for a recent graduate or someone early in their career who wants to get into tech. What matters most is your attitude: we are looking for someone curious, reliable, organised, eager to learn, and willing to get stuck in..

You will help lenders, brokers, and internal teams get the best out of Mast. You will answer questions, investigate issues, improve support processes, create documentation, spot recurring product friction, and turn customer conversations into ideas that shape the platform.

You'll report to the Head of Product and work closely with Product, Engineering, Client Success, and Implementation. Over time, this role has the potential to grow into leading Mast's customer support function as the company scales.

What you'll do

Support customers and users

Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed.

You will build deep knowledge of Mast's platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows.

Build the support operating system

Help design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards.

You will look for repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes.

Turn support into product insight

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