Customer Service Associate in Cambridge

About Us

Cyted Health is a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. Our EndoSign test combines a simple, swallowable device with cutting‑edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett’s esophagus. Operating across the US and UK life‑science hubs, with hybrid, remote and onsite teams, Cyted is now entering a pivotal phase of growth. Backed by EQT Life Sciences and a $44M Series B investment, we are driving rapid commercial expansion in the US while continuing to scale across the UK.

Job Summary

Following our successful Series B funding round and growing momentum with the NHS, we’re seeking a proactive and driven Customer Service Associate to play a pivotal role in supporting our operations as Cyted scales its diagnostic device and testing offering. Acting as a trusted partner to clinical teams, this role focuses on driving adoption, ensuring seamless integration into existing pathways, and delivering a high‑quality user experience. Working at the intersection of healthcare, technology, and service delivery, you will collaborate closely with NHS stakeholders to optimise performance, resolve challenges, and maximise the clinical and operational impact of Cyted’s test. The role also contributes to continuous improvement by capturing real‑world insights and feeding these back into product, marketing and operations teams. As Cyted continues to expand, you will be critical in building strong, long‑term partnerships and supporting the delivery of scalable, high‑impact diagnostic services that improve patient outcomes.

Working Pattern and Location

The role is a full‑time position with a standard 37.5‑hour working week. The role holder may be required to work flexibly. The Customer Service Associate will be based at Cyted’s Head Office, Ground Floor Building 3 Old Swiss, 149 Cherry Hinton Road, Cambridge, United Kingdom, CB1 7BX and may need to visit other company sites when and if required.

What you will be doing

• Customer service & Partnership Management: Act as a primary point of contact for NHS stakeholders, building trusted, long‑term relationships across clinical and operational teams. Support the service‑ful onboarding and integration of Cyted’s diagnostic solutions into NHS pathways. Deliver ongoing support to ensure confident and effective use of Cyted’s services. Proactively manage customer needs, addressing challenges and ensuring a high‑quality user experience.
• Operational Delivery & Performance Optimisation: Monitor customer experiences of Cyted’s tests across partner sites, identifying opportunities to improve outcomes. Troubleshoot issues efficiently, working cross‑functionally to resolve technical or operational challenges. Ensure smooth day‑to‑day delivery by maintaining accurate records of interactions, issues, and resolutions (e.g. via our CRM system, SalesForce). Support scalable implementation as Cyted expands across new NHS sites.
• Insight, Improvement & Growth: Gather and analyse user feedback to identify trends, challenges, and opportunities for improvement. Collaborate with Product, Marketing, Operations, and Business Development teams to translate insights into actionable enhancements. Contribute to the optimisation of clinical pathways and service delivery models. Support the identification of opportunities to expand adoption and deepen partnerships within existing accounts.

Who you are?

We’re looking for a proactive and customer‑focused Customer Service Associate to support the continued rollout and adoption of our diagnostic services across the NHS. This is an ideal entry‑level opportunity for someone with a strong interest to build experience in a customer‑facing role. You’ll develop confidence working with a range of stakeholders, from clinical teams to internal partners, while supporting day‑to‑day service delivery and contributing to improvements in the user experience. Hands‑on, organised, and eager to learn, you’ll thrive in a fast‑paced, purpose‑driven environment, helping to deliver high‑quality service and meaningful impact for patients.

A bachelor’s degree in a related field (e.g., Life Sciences, Business Administration or similar). Experience working in a customer support or customer‑facing position. Curiosity and a genuine interest in learning about Cyted’s technology, clinical users and the wider healthcare landscape. Excellent communication and interpersonal skills for collaborating and supporting both internal and external stakeholders. A proactive, hands‑on mindset – someone who takes ownership, brings ideas forward and follows through. Skill using Microsoft suite and learning new platforms. A natural problem‑solving skill and curiosity with a proactive and solution‑oriented approach. Reliable organisational and time‑management skills to consistently support and deliver on multiple customer needs.

How we work

At Cyted, how we work is just as important as the impact we create. Following our recent Series B fundraise and with increasing international momentum, we’re entering a defining stage of growth – and our values guide how we scale. As a Customer Service Associate, you’ll bring these values to life from day one, helping ensure a seamless and supportive experience for the clinicians and partners we work with.

• Care: We deeply care about the patients we serve and the clinicians we support. In this role, care means approaching every interaction with empathy, attention, and a commitment to resolving issues effectively.
• Own: We expect you to own your responsibilities with confidence and accountability. You’ll take responsibility for managing customer queries end‑to‑end, ensuring nothing falls through the cracks.
• Aim high: We’re scaling quickly, expanding our services, and operating in a fast‑paced healthcare environment. You’ll be trusted to maintain high standards even as demand grows.
• Dive deep: You’ll dive deep into our processes, systems, and customer needs. You’ll build a strong understanding of our services and workflows, enabling you to resolve queries efficiently.
• Challenge and commit: You’ll play an active role in shaping how we support our customers – sharing ideas, identifying opportunities for improvement, and helping refine our processes.
• Deliver: This is a role where your work has immediate, real‑world impact. Every interaction you handle, every issue you resolve, and every improvement you contribute to will help ensure our services run smoothly.

Benefits

• 25 days’ holiday + public holidays with the ability to purchase up to 5 additional days.
• Matched pension contributions up to 7%.
• Company‑paid private health insurance with access to wellbeing and fitness discounts, including dental, optical and audiological cover.
• Paid 4‑week sabbatical after 4 years of service.
• Company‑paid income protection of 75% base salary following a 13‑week deferred period.
• Regular team socials, winter & summer parties, and an annual Team Day.
• Company‑paid life insurance of 4x basic salary.
• Electric Vehicle Scheme through salary sacrifice.