Customer Support Specialist

About Prelude

Prelude is redefining how companies onboard and authenticate users in a world where trust, speed, and conversion matter more than ever.

We help businesses verify users with less friction, higher security, and better economics, turning authentication from a cost center into a growth lever. Our flagship product enables companies to send OTP codes with the best price to conversion ratio on the market, dynamically selecting the most effective delivery channel in real time, from optimized SMS routing to messaging apps like WhatsApp. At the same time, Prelude actively blocks spam and fraud patterns that legacy providers routinely miss, protecting margins and user experience.

Founded in 2022 and backed by leading venture capital firms, Prelude has quickly reached strong product market fit and healthy financials, serving fast growing companies across Europe and expanding into the US market. Authentication is only the starting point.

With an ambitious roadmap and a pipeline of market defining products, we are building the platform for trust at scale, empowering companies to onboard users seamlessly, fight fraud intelligently, and grow globally with confidence.

About the Role

After achieving incredible revenue results in 2025, Prelude is scaling internationally and growing fast. We want to ensure top tier customer support - and we’re hiring someone who won’t just act as a bridge in resolving any issues or actioning feedback, but someone who will help our clients unlock the value Prelude can offer them.

What will you do?

• Own end-to-end support for a portfolio of our clients (we’re a tech for tech B2B company with high touch support, but our clients are typically B2C - and the product we’ve built touches all of their users)

• Helping to onboard our new customers, working closely with Sales and Engineering

• Proactively monitoring key accounts to look for ways to improve their experience and optimise their usage of Prelude

• Triage, investigate and resolve issues, working closely with Engineering as needed

• Develop a deep understanding of how our clients' businesses work, and how their customers interact with our platform

• Build and maintain support documentation, FAQs, and self-serve resources

• Identify patterns in client feedback and surface actionable insights to the product team

• Contribute to shaping our support processes and tooling as we scale, to ensure we’re set up for success

• Occasionally working on call hours (1 week per month)

What are we looking for?

• A few years experience in customer support, client success, or technical support, ideally in a B2B SaaS environment

• Problem solving and curiosity - you’ll enjoy digging into why and how things have happened, and be able to propose both short-term fixes and longer-term improvements

• Proactivity and organisation, ensuring we keep putting customers and their needs first

• Excellent written and verbal communication skills, able to adapt to technical and non-technical audiences

• Excellent English - additional language skills (French, Spanish, etc) is helpful

• Comfortable working with support tooling and picking up new software quickly

• Familiarity reading basic API logs or understanding technical error messages

• Ideally - you’ve touched tools like Metabase, Retool, ClickHouse in the past, and enjoy using AI or other tools to automate wherever possible

Interview process

• 30 mins with Talent

• 45 mins meet with our co-founder, Quentin

• 60 mins with Engineering and Support

• 60 mins with CEO