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- Tasks: Provide empathetic support to members and manage enquiries across various platforms.
- Company: GenderGP, a pioneer in accessible gender-affirming healthcare since 2015.
- Benefits: Competitive salary, fully remote work, flexible hours, and professional development opportunities.
- Why this job: Be the first point of contact, making a real difference in members' journeys.
- Qualifications: Experience in customer support, excellent communication skills, and a solution-focused mindset.
- Other info: Join a supportive team dedicated to inclusive healthcare and personal growth.
The predicted salary is between 30000 - 40000 £ per year.
About GenderGP
At GenderGP, our mission is to make gender-affirming healthcare accessible, inclusive, and supportive. Since 2015, we’ve been pioneering compassionate online care around the world. We’re seeking a proactive, empathetic Member Support Specialist to provide exceptional assistance to our community and ensure every member interaction is handled with care, clarity, and professionalism.
Why this role matters
You’ll be the first point of contact for our members, helping them navigate their journey with us and making their experience seamless and supportive. By responding to enquiries quickly and accurately, you’ll play a key role in building trust and confidence in our service.
What you’ll be doing
- Responding to member emails and chatbot enquiries with empathy and professionalism.
- Managing our centralised inbox via Trengo, ensuring all communications are handled efficiently.
- Handling social media enquiries and responding to reviews on Google Reviews and Trustpilot.
- Escalating queries to the relevant team member/s where technical or other support is required.
- Working at pace, enjoying the challenge of solving member problems, and providing exceptional support.
- Using purpose-built resources to guide responses, ensuring consistency and accuracy.
- Independently learning about our service, procedures, and related topics, with ongoing support available.
- Supporting members through new product launches and service expansion.
Who you are
- Experienced in customer support, ideally in healthcare, telehealth, or regulated industries.
- A natural communicator with excellent written English and the ability to explain complex information clearly.
- Confident managing multiple tasks and channels while maintaining attention to detail.
- Empathetic and solution-focused, you enjoy making a positive impact on someone’s experience.
- Comfortable learning independently while using structured resources and guidance to support decision-making.
Salary & Benefits
- Competitive, based on experience.
- Fully remote, with UK-based preference and flexible hours.
- Opportunity for professional development and training in member support, telehealth services, and platform tools.
Nice-to-haves
- Experience in telehealth or gender-affirming care.
- Familiarity with Trengo or centralised inbox management tools.
- Comfortable handling high-volume support and navigating complex member queries.
Member Support Specialist in London employer: GenderGP
Contact Detail:
GenderGP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research GenderGP's mission and values so you can show how your skills align with their goals. This will help you connect with the team during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for members, being able to explain complex information clearly is key. Try role-playing common scenarios with a friend or family member.
✨Tip Number 3
Show off your empathy! Prepare examples from your past experiences where you've made a positive impact on someone's experience. This will demonstrate your solution-focused approach and ability to handle member queries.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the GenderGP team and making a difference in the community.
We think you need these skills to ace Member Support Specialist in London
Some tips for your application 🫡
Show Your Empathy: When writing your application, let your empathy shine through. We want to see how you connect with others and understand their needs, especially in a supportive role like this one.
Be Clear and Concise: Make sure your written communication is clear and to the point. We appreciate applicants who can explain complex ideas simply, as this reflects the kind of support we provide to our members.
Highlight Relevant Experience: If you've got experience in customer support, especially in healthcare or telehealth, make it known! We love seeing how your background aligns with our mission and values.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity.
How to prepare for a job interview at GenderGP
✨Show Your Empathy
As a Member Support Specialist, empathy is key. During the interview, share examples of how you've handled sensitive situations in the past. This will demonstrate your ability to connect with members and provide the compassionate support they need.
✨Know the Company Inside Out
Familiarise yourself with GenderGP's mission and values. Understanding their approach to gender-affirming healthcare will help you align your answers with their goals. It shows that you're genuinely interested in the role and the company.
✨Demonstrate Your Communication Skills
Since you'll be responding to member enquiries, it's crucial to showcase your communication abilities. Practice explaining complex information clearly and concisely. You might even want to prepare a few scenarios where you had to simplify difficult concepts for others.
✨Prepare for Multi-tasking Questions
Given the fast-paced nature of the role, be ready to discuss how you manage multiple tasks simultaneously. Think of specific examples where you've successfully juggled various responsibilities while maintaining attention to detail. This will highlight your organisational skills and ability to work under pressure.