CUSTOMER SUPPORT SPECIALIST

zenrox; City of London; Hybrid; GBP 30,000; Full time

Job summary

A healthcare technology company is looking for a Customer Support Specialist. In this hybrid or remote role, you will provide technical support, resolve user issues, and contribute to improving customer experience. Ideal candidates have over 2 years of experience in customer support and a passion for helping others. Competitive salary of £30,000 plus equity offered.

Benefits

Equity stake in the company

Opportunity to influence product improvements

Collaborative team environment

Qualifications

• 2+ years experience in a customer support, technical support, or user-facing operations role.
• Excellent written and verbal communication skills with a high degree of empathy.
• Strong problem-solving skills and ability to learn new software quickly.

Responsibilities

• Provide front-line technical and platform support via email, chat, and phone.
• Triage and resolve user issues.
• Escalate bugs to the engineering team.

Skills

Customer support experience

Verbal communication skills

Problem-solving skills

Written communication skills

Organizational skills

Tools

Help desk software (Zendesk, Jira Service Desk, Intercom)

Job description

Location: London (Hybrid) or Remote (UK-based)

Salary: £30,000 + equity

About Zenrox

Zenrox Healthcare UK is an AI-powered marketplace connecting healthcare facilities with medical equipment suppliers. A seamless, reliable user experience is critical to our success.

The Opportunity

Be the first point of contact and trusted problem-solver for all ZenroxIQ users. You will be the front line for both our healthcare customers and our suppliers, ensuring every user gets fast, accurate, and empathetic help to successfully use our platform.

What You'll Do

• Provide front-line technical and platform support via email, chat, and phone
• Triage and resolve user issues (e.g., login problems, quote errors, order status, compliance questions)
• Escalate bugs to the engineering team and feature requests to the product team
• Become a deep expert on the ZenroxIQ platform's features and workflows
• Create and maintain our customer-facing knowledge base (FAQs, how-to guides)
• Monitor platform usage and proactively reach out to users who may be struggling
• Support the Operations team with user-facing tasks during peak times
• Report on support metrics (ticket volume, resolution time, user satisfaction)

What You Bring

• 2+ years experience in a customer support, technical support, or user-facing operations role
• Excellent written and verbal communication skills with a high degree of empathy
• Strong problem-solving skills and ability to learn new software quickly
• Highly organized with strong attention to detail
• Ability to remain calm and professional under pressure
• A passion for helping people and solving problems
• Experience with help desk software (e.g., Zendesk, Jira Service Desk, Intercom)

Ideal Background

• Experience in a B2B SaaS or marketplace environment
• Supporting users in the healthcare or medical device sector
• Familiarity with procurement or e-commerce platforms
• Experience creating support documentation or video guides
• Basic understanding of how web applications work

Why Join Zenrox

• ✓ Foundational support role with significant equity
• ✓ Be the voice of the customer and directly influence product improvements
• ✓ Work on meaningful healthcare infrastructure challenges
• ✓ Collaborate with a tight-knit and passionate team
• ✓ Opportunity to grow into a support team lead or customer success role

To Apply

Send your CV and a brief description of a tricky support situation you successfully resolved to [e-mail] with subject line Customer Support Specialist Application - [Your Name]