Customer Support Specialist

Location: We are a remote‑first company; therefore, this role is primarily remote, offering the flexibility to work from home. However, you may need to attend the office at least once a week, with occasional additional in‑office training days as needed.

Hours: 40 hours/week, 9 hours/day (1‑hour break), shifts between 8:00 am – 7:00 pm. 5 days a week (may include occasional weekends & bank holidays, shifts are open to discuss).

About ZAVA: At ZAVA, we’re committed to providing accessible, reliable healthcare at a fraction of today’s cost. Our digital healthcare platform offers patients a convenient way to access healthcare remotely, helping millions across the UK, Germany, France, and Ireland, and now expanding across Europe. We’re a passionate team of doctors, engineers, customer support advisors, marketers, and more, all working together to shape the future of healthcare.

Role Overview

The digital healthcare market is a very exciting and competitive space that has seen considerable growth over the last few years. We are looking for a Patient Care Advisor with fluent German & English language skills, written and verbal. Contributing to the continued growth and success of our current customer support team, you will have a passion for people, going above and beyond the call of duty to provide each patient with a WOW experience. To be successful in the role, you need to be an excellent communicator who is able to quickly develop a rapport with those that you are speaking to, making patients comfortable enough to openly speak to you.

Key Responsibilities

• Patient Support: Handle written and verbal communications, addressing patient inquiries promptly.
• Medical Administration: Assist the clinical team with communication between healthcare professionals and manage administrative tasks.
• Complaint Management: Log and elevate complaints or incidents as necessary.
• Stakeholder Communication: Facilitate communication between ZAVA, patients, labs, and partner pharmacies.
• Team Collaboration: Work closely with the Patient Care Team and other departments to deliver top‑tier patient support.
• Compliance: Ensure adherence to regulatory requirements and ZAVA’s Care Quality Commission compliance.

Key Skills & Experience

• Fluent in German and English, written & verbal.
• Call centre or customer support experience.
• Strong communication skills (written & verbal) and the ability to build rapport quickly.
• Ability to manage and prioritise multiple tasks in a fast‑paced environment.
• Excellent problem‑solving skills and attention to detail.
• Proficient with IT systems, including booking systems, email, Google Suite, and MacBook.
• Empathetic, with a genuine desire to help patients.
• Ability to remain calm under pressure and adapt to changing demands.
• Ability to work remotely and commute to the London office in Farringdon one day a week if required.

Nice to Have – Not Essential

• Experience in healthcare or digital healthcare.

Personal Attributes

• Humble: Open to feedback and supportive of others.
• Inquisitive: Willing to challenge the status quo and innovate.
• Resilient: Adaptable and solution‑oriented in the face of change.
• Collaborative: A team player who contributes positively to the working environment.

If you are passionate about making a real impact in healthcare and thrive in a dynamic, fast‑paced environment, we’d love to hear from you! Apply today and help us shape the future of healthcare.

Benefits from the day you join

• 33 days per annum pro‑rata (inclusive of public and bank holidays) + birthday off