Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST

Location: London (Hybrid) (UK-based)
Salary: £30,000 + Equity
Department: Customer Operations
Job Type: Full-Time

Zenrox Healthcare UK is an AI-powered marketplace connecting healthcare facilities with medical equipment suppliers. We ensure a seamless procurement experience through intelligent automation and user-centric platform design.

The Customer Support Specialist will serve as the first point of contact for all Zenrox

IQ platform users, healthcare providers and suppliers delivering fast, accurate, and empathetic support. The ideal candidate is tech-savvy, highly communicative, and passionate about helping users get the best experience on the platform.

• Provide real-time customer support via email, chat, and phone.
• Diagnose and resolve issues such as login errors, quote discrepancies, order tracking, and compliance queries.
• Escalate bugs to Engineering and route feature requests to Product.
• Become a platform expert on Zenrox
  
  IQ features and workflows.
• Create and maintain help-center content including FAQs and guides.
• Monitor user activity and proactively reach out to struggling users.
• Assist Operations with user-facing tasks during peak volume.
• Report support KPIs including ticket volume, resolution rate, and satisfaction.

• 2+ years in customer support, technical support, or user-facing operations.
• Strong written and verbal communication with high emotional intelligence.
• Fast learner with excellent problem-solving skills.
• Ability to stay calm and professional under pressure.
• Experience with helpdesk tools (Zendesk, Intercom, Jira Service Desk).
• Strong organizational and multitasking abilities.

• Experience in B2B SaaS or marketplace platforms.
• Prior support experience in healthcare or medical equipment sectors.
• Familiarity with e-commerce or procurement platforms.
• Experience creating support documentation or tutorials.
• Basic understanding of web application functionality.

• Foundational support role with equity
• Direct influence on product improvements
• Solve critical challenges in healthcare logistics
• Collaborate with a high-performing, mission-driven team
• Growth path into Support Lead or Customer Success

Submit your CV and a brief description of a challenging support case you successfully resolved via:

Subject:
Customer Support Specialist Application [Your Name]