Customer Support Specialist (UK)

Salary Competitive

All Gravy is the AI-native people operating platform for hospitality and retail. 🥞

We're modernising how frontline teams work, replacing scattered tools and outdated systems with a single app that's actually built for the way people work & socialise today. Our AI Colleague gives staff instant answers & executes day-to-day tasks, freeing up managers to focus on people & customers instead of paperwork. We work with some of the most exciting brands in hospitality and retail, including Gail's, L'Osteria, Dishoom, Pizza Pilgrims, Ottolenghi, Q8 and 7-Eleven. Today over 2,000 restaurants and stores trust us to run their teams.

We've grown 10x in two years and are accelerating into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to create better work lives for the 80% of the world that do not sit behind a desk. 🚀

🎯 About the role

We're looking for a Customer Support Specialist with strong communication skills who loves solving problems and helping customers get the most out of All Gravy.

You'll be the first line of support for our customers - answering questions, troubleshooting issues, and making sure every interaction leaves them feeling looked after. But this role goes beyond reactive support: you'll play a key part in shaping how we scale support with AI, working closely with our Customer Success and Product teams to turn recurring problems into smarter, more automated solutions.

This is a full-time position based in Central London, working primarily from our office with some flexibility to work from home. Hybrid work is possible to some extent.

🛠️ Your Responsibilities

1. Frontline customer support

Own incoming customer conversations in Intercom - respond quickly, clearly, and helpfully
Troubleshoot issues, guide customers through solutions, and know when to escalate
Keep customers informed and confident throughout, so every interaction builds trust

2. Problem-solving & technical curiosity

Dig into the root cause of issues rather than just treating symptoms
Log, track, and follow up on bugs and feature requests in Linear, in close partnership with Product
Build a deep working knowledge of the All Gravy platform and get genuinely curious about how it works

3. AI & automation

Play a key role in implementing and adopting AI tools to automate and scale our support
Help build and refine automated responses, help-centre content, and workflows that resolve issues faster
Spot repetitive queries and turn them into self-serve or automated solutions

4. Collaboration & customer advocacy

Work closely with the Customer Success team to ensure a seamless customer experience and flag at-risk accounts
Partner with Product to surface trends, report bugs, and advocate for improvements based on what you hear from customers
Be the voice of the customer internally and help continuously improve our support processes

⭐️️ What does it take to thrive here?

We're looking for the right mindset rather than a specific educational background. You'll thrive if you're curious, communicative, and genuinely enjoy helping people.

You'll enjoy the role if you:

Have strong written and verbal communication skills - clear, warm, and professional
Are a natural problem-solver with curiosity for technical solutions and how things work
Are comfortable working with tech and SaaS products, and excited to learn tools like Intercom and Linear
Are energised (not intimidated) by AI and automation, and keen to help shape how we use it
Can work independently but also thrive in a close, collaborative team
Stay calm, organised, and positive when handling multiple conversations at once

💎 Why All Gravy

Grow fast, for real. We promote from within, move quickly, and give you real responsibility from day one
A culture that actually develops you. Honest feedback, active coaching, and the autonomy to experiment. We invest in you because your growth is our growth
Work that matters. Your work will directly impact the daily lives of millions of frontline workers.
You'll work with people who've built, scaled, and won. Ex-founders, operators, all here because they want to do it again, bigger
The good stuff too. Prime office location, team lunches, Friday bars, padel tournaments, wine tastings, offsites, top-tier equipment, and a fridge that's always stocked. We work hard and celebrate harder

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea

Flexible working hours

Social gatherings

Free office snacks

Near public transit

Free friday beers

See all 17 benefits

Working at
All Gravy

See company profile

All Gravy: All the people stuff in one employee app - built for hospitality Hospitality is one of the largest employment sectors in Europe. It's also one of the most chaotic to operate. The average multi-site restaurant group or hotel brand manages hundreds of hourly workers across dozens of locations - none of whom sit at a desk, have a work email, or receive information through the same channel twice. The result is predictable. New starters show up on day one not knowing what to do. Training happens inconsistently, or not at all. Managers spend half their day answering the same questions on repeat. Communication happens in WhatsApp groups that the business doesn't own, can't audit, and can't control. Staff churn - already the highest of any industry, averaging 75% annually - gets worse. And operators have no way of knowing why. The tools that exist to solve this were built for office workers. They assume laptops, corporate email, and people who sit still. Hospitality doesn't work like that. All Gravy is the fix. We're a communications and learning app built specifically for multi-site hospitality operators - restaurant groups, hotel brands, contract caterers, quick-service chains. Our customers typically manage between 200 and 1,000 staff across multiple locations in the UK, Scandinavia, and Germany. The product gives operators one place to run everything people-related: Staff communications - a branded, structured feed that works like social media. Managers post to the right people by location, role, or team. Employees are notified. Everything is documented. No more WhatsApp chaos. Onboarding journeys - automated, role-specific sequences that start the moment a new hire is added to the system. They arrive on day one prepared, connected to the brand, and knowing what's expected of them. Training and learning - a full LMS designed for deskless workers, supporting both digital courses and in-person sessions, with attendance tracking, completion records, and automated reminders built in. Digital handbooks - a living, searchable library that employees access from their phone. Update once, everyone sees it instantly. No more outdated PDFs or laminated binders no one reads. AI assistant - trained on the operator's own content, not the internet. Employees get instant, accurate answers to questions about policies, procedures, and their role. Managers stop answering the same things over and over. The employee experience looks and feels like a social media app - because that's what people actually use. Adoption is high because the product meets people where they already are. The admin side is a web dashboard where operators build and manage everything centrally, with full visibility into engagement, training completion, onboarding progress, and team sentiment across every location. The problem is big. There are roughly 90 million deskless workers in Europe. Hospitality alone employs millions, with vacancy and churn rates that cost the sector billions in lost revenue every year. The tools available to operators haven't kept up with what the problem actually requires. The opportunity is clear. Operators who invest in their people's experience - making them feel informed, connected, and supported from day one - see measurably lower turnover, better training compliance, and lower management overhead. All Gravy makes that investment easy, scalable, and consistent across every location in a business. We've raised €5.8M+ to date, backed by Moonfire Ventures, Scale Capital, and a syndicate of angels including senior operators and investors from Google, Deliveroo, and Peakon. Our customers include some of the largest hospitality operators in Northern Europe. We're building the operating layer for the front-line hospitality workforce - the infrastructure that makes it possible to run a great team at scale, not just at one site, but across all of them.