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
Interested candidates should submit their CV along with a brief description of a challenging support case successfully resolved via:
https://www.zenroxmed.co.uk/jobs/customer-support-specialist/
Subject Line: Customer Support Specialist Application
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