Customer Support Specialist

Location: London, United Kingdom (Hybrid)
Employment Type: Full-Time
Department: Customer Operations
Compensation: £30,000 + Equity

Zenrox Healthcare UK is an AI-powered marketplace connecting healthcare providers with trusted medical equipment suppliers. Through our flagship platform, ZenroxIQ, we deliver a seamless procurement experience powered by intelligent automation, real-time insights, and user-centric design.

We are seeking a responsive and customer-focused Customer Support Specialist to serve as the first point of contact for all ZenroxIQ platform users, including healthcare providers and suppliers.

The ideal candidate is tech-savvy, highly organised, and empathetic, with a strong ability to resolve user issues efficiently while delivering an exceptional customer experience. This role is critical to ensuring user satisfaction, platform adoption, and continuous product improvement.

• Provide timely, accurate, and professional support via email, chat, and phone
• Diagnose and resolve user issues including login errors, quotation discrepancies, order tracking concerns, and compliance-related queries
• Ensure all support tickets are handled efficiently and in line with defined service standards

• Escalate technical issues and bugs to the Engineering team with clear documentation
• Route feature requests and user feedback to Product teams for prioritisation
• Collaborate with internal teams to ensure swift and effective issue resolution

• Develop in-depth knowledge of ZenroxIQ features, workflows, and user journeys
• Guide users on platform functionality and best practices to enhance their experience
• Proactively identify and support users who may be struggling with platform adoption

• Create, update, and maintain help centre resources including FAQs, user guides, and tutorials
• Contribute to improving support processes and self-service resources

• Track and report on key support metrics such as ticket volume, resolution time, and customer satisfaction
• Support continuous improvement initiatives based on customer feedback and support trends

• Assist Operations with user-facing tasks during peak periods or high-demand cycles
• Contribute to maintaining a smooth and efficient customer support function

• Minimum of 2+ years' experience in Customer Support, Technical Support, or a similar user-facing role
• Excellent written and verbal communication skills with strong emotional intelligence
• Strong problem-solving skills and ability to learn quickly in a fast-paced environment
• Ability to remain calm, professional, and solution-oriented under pressure
• Experience with helpdesk tools such as Zendesk, Intercom, or Jira Service Desk
• Strong organisational skills with the ability to manage multiple tasks simultaneously

• Experience in B2B SaaS, marketplace, or platform-based environments
• Background in healthcare, medical devices, or procurement platforms
• Familiarity with e-commerce or supply chain systems
• Experience creating customer support documentation or training materials
• Basic understanding of web applications and system workflows

• Foundational role with equity participation and long-term growth potential
• Opportunity to directly influence product development through customer insights
• Work on meaningful challenges within healthcare logistics and procurement
• Collaborative, high-performance, and mission-driven team environment
• Clear career progression into Support Lead or Customer Success roles