Senior Real Time Analyst (Remote within the UK)

To deliver and maintain high-quality management information (MI) analytics, capacity planning, and forecasting to support the strategic and operational performance of the customer support function. The role also oversees the smooth operation and development of core support systems, including the maintenance and enhancement of AI-driven tools. Operating at a management level, the role supports data-driven decision-making and continuous improvement across support operations.

What you can expect to be doing:

• Lead the development of accurate and actionable capacity plans and forecasts to support resourcing, workforce, and service planning.
• Comprehensive understanding of MI dashboards and performance reports using platforms such as Superset, Power BI, or equivalent.
• Provide detailed analysis of support function performance, customer behaviour, and operational efficiency.
• Own and enhance the AI-driven support system (e.g., chatbot or virtual agent), ensuring accuracy, learning loop feedback, and optimal functionality.
• Maintain and administer core customer support platforms, particularly Intercom, ensuring uptime, user configuration, and integration health.
• Collaborate with key stakeholders (Operations, Engineering, Vendors) to implement system improvements and analytics initiatives.
• Ensure accuracy and consistency of data across all reports and systems; act as a key gatekeeper for MI quality.
• Identify and implement automation opportunities to improve reporting and reduce manual effort.
• Document reporting methodologies, system processes, and data definitions for knowledge sharing and continuity.
• Provide analytical input for special projects or strategic initiatives across the customer support department.

What we’re looking for:

• Extensive experience in MI Analytics, capacity planning, and forecasting, ideally in a customer support or service environment within financial services.
• Strong technical skills in reporting and visualization tools such as Superset and/or Power BI.
• Proven experience building dashboards and reports to track KPIs, SLAs, and operational metrics.
• Practical knowledge of Intercom, Zendesk, or similar customer support systems.
• Ability to extract and manipulate data from multiple sources; working knowledge of SQL is desirable.
• Strong communication skills, with the ability to present insights clearly to both technical and non-technical audiences.
• Detail-oriented, with a commitment to data integrity and continual process improvement.
• Comfortable working independently and influencing decision-makers through data and insight.

What we’re really looking for: ✍️

Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.

Although we’re in the financial space, and under the scrutiny that comes with it, the current customer support team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.

We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

⏰ Working Hours ⏰

• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!

PERKS 🎁

• Starting salary from £28,000 per annum
• Discretionary Performance-Related Bi-Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
• Workplace pension scheme - We invest in your future with a workplace pension scheme , contributing 5% on earnings up to £50,000 . Plan ahead with confidence while you grow your career! 🚀
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription for UK-based employees
• We are an equal-opportunity employer and value diversity
• Flexible working arrangements
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year ✈️
• Annual training budget for courses, workshops, or conferences to help you advance your career.
• £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
• Company laptop
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup 🚀

Our Interview Process: 📖

1. Video screen with someone from our Talent team
2. Video interview with the hiring manager
3. Final interview with VP of Customer Support

 

About Chip

Chip’s mission is to make your life wealthy

We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.

We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.

The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.

Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip.

Our vision

To be the most personal digital wealth manager in the UK

Who we are

Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.