Customer Support Specialist
Location: London, United Kingdom (Hybrid)
Employment Type: Full-Time
Department: Customer Operations
Compensation: £30,000 + Equity
About Zenrox
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.
Role Overview
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.
Key Responsibilities
Customer Support & Issue Resolution
- 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
Escalation & Cross-Functional Collaboration
- 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
Platform Expertise & User Guidance
- 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
Knowledge Management & Documentation
- Create, update, and maintain help centre resources including FAQs, user guides, and tutorials
- Contribute to improving support processes and self-service resources
Performance Monitoring & Reporting
- 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
Operational Support
- Assist Operations with user-facing tasks during peak periods or high-demand cycles
- Contribute to maintaining a smooth and efficient customer support function
Requirements
- 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
Preferred / Advantageous Experience
- 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
Why Join Zenrox
- 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
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