Customer Support Specialist

Customer Support Specialist

Remote (within 4 hours of UTC); Optional in-person time in Fulham (London)

Full-Time

£32,000 – £34,000 per annum + discretionary bonus

Overview

This is a hands-on, customer-facing role with real impact on user experience and customer satisfaction. You will take ownership of support interactions end-to-end, ensuring customers receive thoughtful, accurate, and timely responses while helping improve internal processes and documentation.

You will play a key role in maintaining a high standard of support as the company continues to grow, contributing to both day-to-day troubleshooting and longer-term improvements in how support operates.

About the Company

Our client is a fast-growing, design-led health tech company supporting private healthcare professionals across the UK. They help clinical and administrative staff run efficient, modern private practices while delivering a high-quality patient experience.

They have grown rapidly through word-of-mouth and a strong focus on customer success. They have expanded their customer base significantly since 2022, having over 2,000 consultants using them to manage their private practice and continue to scale with an ambitious product roadmap.

Customer support has been central to that growth. The team takes pride in delivering responsive, high-quality support and building strong relationships with users. As demand increases, they are investing further in the support function to maintain and raise that standard.

The Role

You will be responsible for delivering high-quality customer support while contributing to the continuous improvement of support processes and resources.

This includes

• Handling customer support tickets from initial response through to resolution.
• Troubleshooting technical issues in a structured and methodical way.
• Maintaining high responsiveness, including working within a two-hour SLA.
• Contributing to documentation, guides, and internal knowledge bases.
• Identifying trends and recurring issues to improve the overall support function.
• Collaborating with the wider team to share insights and improve workflows.

This is a proactive, ownership-driven role rather than a purely reactive one.

What You’ll Be Working On

You will support a wide range of users working in private healthcare, helping them navigate the platform and resolve technical or workflow-related issues.

Customer queries can vary from simple “how-to” questions to more complex technical investigations. The goal is not just to resolve issues, but to ensure customers feel supported, informed, and confident using the product.

You will also contribute to improving internal documentation, identifying recurring issues, and helping the team continuously refine how support is delivered.

In practice, you will

• Respond to customer tickets via email using our client’s support platform.
• Investigate and troubleshoot a wide range of technical and user queries.
• Break down complex issues into clear, manageable components.
• Guide users through features and workflows in a clear and supportive way.
• Answer and make phone calls when required.
• Create and update help content such as guides and tutorials.
• Document findings, solutions, and internal processes.
• Identify support trends and suggest improvements to tools and documentation.
• Collaborate with colleagues to resolve complex or unclear issues.

What They’re Looking For

Experience and Mindset

• At least 2 years’ experience in a customer support or technical support role.
• Strong organisational skills with the ability to prioritise effectively.
• A structured, analytical approach to problem-solving.
• High attention to detail and commitment to quality.
• Proactive mindset with a focus on continuous improvement.
• Comfortable working independently in a remote environment.

Technical Skills

• Strong written communication skills, with the ability to explain clearly and concisely.
• Confident troubleshooting technical issues across web-based systems.
• Comfortable working with tools such as knowledge bases and internal documentation systems.
• General technical aptitude and curiosity.

Nice to Have

• Basic knowledge of HTML, CSS, JavaScript, or JSON.
• Experience in healthcare technology or a related field.

How You Work with Others

• Clear and professional communication with both customers and colleagues.
• Able to translate technical issues into simple, user-friendly explanations.
• Collaborative approach to problem-solving and knowledge sharing.
• Proactive in documenting processes and improving team resources.

Benefits and Location

• Competitive salary (£32,000 – £34,000) plus discretionary bonus.
• 25 days holiday plus bank holidays.
• Fully remote working within 4 hours of UTC.
• Optional access to office space in Fulham, London.
• Equipment provided, including laptop and home office setup support.
• Flexible, supportive, and low-bureaucracy working environment.