Customer Service Associate

About Us

Cyted Healthis is a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. Our EndoSign test combines a simple, swallowable device with cutting edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett's esophagus. Operating across the US and UK life science hubs, with hybrid, remote and onsite teams, Cyted is now entering a pivotal phase of growth. Backed by EQT Life Sciences and a $44M Series B investment, we are driving rapid commercial expansion in the US while continuing to scale across the UK. You'll join a close knit team of experts in our field who collaborate daily to translate breakthrough ideas into real world solutions. For us, every voice matters. Whether you're in R&D, Commercialisation, Medical Affairs or Operations, you'll have the chance to lead projects, influence strategy, and broaden your skill set across the company. We champion diverse backgrounds and perspectives, fostering an inclusive culture where everyone can thrive and innovate. If you're inspired by purpose, motivated by challenge, and eager to make a meaningful impact on patient lives, we'd love to hear from you.

Job Summary

Following our successful Series B funding round and growing momentum with the NHS, we're seeking a proactive and driven Customer Service Associate to play a pivotal role in supporting our operations as Cyted scales its diagnostic device and testing offering. Acting as a trusted partner to clinical teams, this role focuses on driving adoption, ensuring seamless integration into existing pathways, and delivering a high quality user experience. Working at the intersection of healthcare, technology, and service delivery, you will collaborate closely with NHS stakeholders to optimise performance, resolve challenges, and maximise the clinical and operational impact of Cyted's test. The role also contributes to continuous improvement by capturing real world insights and feeding these back into product, marketing and operations teams. As Cyted continues to expand, you will be critical in building strong, long term partnerships and supporting the delivery of scalable, high impact diagnostic services that improve patient outcomes.

Working Pattern and Location

The role is a full time position with a standard 37.5 hour working week. The role holder may be required to work flexibly. The Customer Service Associate will be based at Cyted's Head Office, Ground Floor Building 3 Old Swiss, 149 Cherry Hinton Road, Cambridge, United Kingdom, CB1 7BX and may need to visit other company sites when and if required.

What you will be doing

Customer service & Partnership Management

• Act as a primary point of contact for NHS stakeholders, building trusted, long term relationships across clinical and operational teams
• Support the service ful onboarding and integration of Cyted's diagnostic solutions into NHS pathways
• Deliver ongoing support to ensure confident and effective use of Cyted's services
• Proactively manage customer needs, addressing challenges and ensuring a high quality user experience

Operational Delivery & Performance Optimisation

• Monitor customer experiences of Cyted's tests across partner sites, identifying opportunities to improve outcomes
• Troubleshoot issues efficiently, working cross functionally to resolve technical or operational challenges
• Ensure smooth day to day delivery by maintaining accurate records of interactions, issues, and resolutions (e.g. via our CRM system, SalesForce)
• Support scalable implementation as Cyted expands across new NHS sites

Insight, Improvement & Growth

• Gather and analyse user feedback to identify trends, challenges, and opportunities for improvement
• Collaborate with Product, Marketing, Operations, and Business Development teams to translate insights into actionable enhancements
• Contribute to the optimisation of clinical pathways and service delivery models
• Support the identification of opportunities to expand adoption and deepen partnerships within existing accounts

Who you are?

We're looking for a proactive and customer focused Customer Service Associate to support the continued rollout and adoption of our diagnostic services across the NHS. This is an ideal entry level opportunity for someone with a strong interest to build experience in a customer facing role. You'll develop confidence working with a range of stakeholders, from clinical teams to internal partners, while supporting day to day service delivery and contributing to improvements in the user experience. Hands on, organised, and eager to learn, you'll thrive in a fast paced, purpose driven environment, helping to deliver high quality service and meaningful impact for patients.

• A bachelor's degree in a related field (e.g., Life Sciences, Business Administration or similar)
• Experience working in a customer support or customer facing position
• Curiosity and a genuine interest in learning about Cyted's technology, clinical users and the wider healthcare landscape
• Excellent communication and interpersonal skills for collaborating and supporting both internal and external stakeholders
• A proactive, hands on mindset - someone who takes ownership, brings ideas forward and follows through
• Skill using Microsoft suite and learning new platforms
• A natural problem solving skill and curiosity with a proactive and solution oriented approach
• Reliable organisational and time management skills to consistently support and deliver on multiple customer needs

How we work

At Cyted, how we work is just as important as the impact we create. Following our recent Series B fundraise and with increasing international momentum, we're entering a defining stage of growth - and our values guide how we scale. As a Customer Service Associate, you'll bring these values to life from day one, helping ensure a seamless and supportive experience for the clinicians and partners we work with.

Care: We deeply care about the patients we serve and the clinicians we support. In this role, care means approaching every interaction with empathy, attention, and a commitment to resolving issues effectively. You'll understand the importance of your role in the wider patient journey, ensuring queries are handled promptly, accurately, and with a clear focus on supporting timely and high quality care. Whether you're responding to enquiries, troubleshooting issues, or guiding users through processes, your work will contribute directly to better experiences and outcomes.

Own: We expect you to own your responsibilities with confidence and accountability. You'll take responsibility for managing customer queries end to end, ensuring nothing falls through the cracks. You'll proactively identify patterns in feedback, flag recurring issues, and work closely with internal teams to improve processes. Your ability to stay organised, responsive and solution focused will be key to delivering a consistently high standard of support.

Aim high: We're scaling quickly, expanding our services, and operating in a fast paced healthcare environment. You'll be trusted to maintain high standards even as demand grows - delivering excellent service, improving response times, and helping define what great customer support looks like at Cyted. Your attention to detail and commitment to quality will help raise the bar as we grow.

Dive deep: You'll dive deep into our processes, systems, and customer needs. You'll build a strong understanding of our services and workflows, enabling you to resolve queries efficiently and provide clear, helpful guidance. You'll collaborate closely with teams across operations, product, and science to ensure that customer feedback is heard and acted upon, and that our service continues to improve.

Challenge and commit: You'll play an active role in shaping how we support our customers - sharing ideas, identifying opportunities for improvement, and helping refine our processes. Once a direction is set, you'll execute with focus and consistency, ensuring a reliable and high quality experience for every customer.

Deliver: This is a role where your work has immediate, real world impact. Every interaction you handle, every issue you resolve, and every improvement you contribute to will help ensure our services run smoothly and support better outcomes for patients.

Benefits

• 25 days' holiday + public holidays with the ability to purchase up to 5 additional days
• Matched pension contributions up to 7%
• Company paid private health insurance with access to wellbeing and fitness discounts, including dental, optical and audiological cover
• Paid 4 week sabbatical after 4 years of service
• Company paid income protection of 75% base salary following a 13 week deferred period
• Regular team socials, winter & summer parties, and an annual Team Day
• Company paid life insurance of 4x basic salary
• Electric Vehicle Scheme through salary sacrifice