At a Glance
- Tasks: Join us in transforming NHS access through innovative tech and customer engagement.
- Company: A fast-growing startup backed by Y Combinator, focused on improving healthcare accessibility.
- Benefits: Enjoy paid volunteer days, a learning budget, and a supportive work environment.
- Other info: Inclusive culture with diverse perspectives and opportunities for personal growth.
- Why this job: Make a real impact on healthcare while developing your skills in a dynamic team.
- Qualifications: 1+ years in customer-facing roles with strong communication and organisational skills.
The predicted salary is between 45000 - 45000 £ per year.
We're unlocking access to the NHS, because healthcare is not truly free until it's truly accessible
The world's best healthcare, for free.
It's not a new idea, it's called the NHS.
But the largest healthcare provider is fundamentally broken.
Patient satisfaction is at an all time low, and the biggest reason cited is lack of access.
So we're on a mission to fix it with technology that actually works.
We're building the front door of UK healthcare, creating a future where one billion NHS appointments are transparent and instantly bookable, and patients are guided to the right service first time using AI.
We operate from within a working GP practice in East London.
We're backed by Y Combinator, Innovate UK and the NHS Clinical Entrepreneur Programme, and were previously ranked the 8th fastest growing startup in the UK and 33rd fastest growing in Europe.
The role
This is not a traditional Customer Success role.
You'll sit at the centre of product adoption, customer growth, and operational execution, owning the most critical stage of the customer journey and helping turn early traction into long term success.
- Office Location: Stratford (E. London) - 4 days onsite & 1 day WFH
- Customer Onboarding & Adoption
- Own onboarding for new customers from initial activation through to successful adoption
- Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs
- Drive early engagement and ensure customers are actively using the platform
- Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes
- Act as the primary point of contact during the early customer lifecycle
- Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation
- Product Launch & Growth
- Drive the successful rollout and scaling of new flagship products
- Drive upsell opportunities across existing customers and contribute to wider growth targets
- Identify and manage early adopter customers to ensure strong activation and retention
- Troubleshoot customer issues in real time to create a smooth and successful launch experience
- Product Operations & Process Building
- Build and refine onboarding, support, and operational processes from scratch
- Use AI tools and automation to improve onboarding, tracking, and internal workflows
- Create scalable playbooks and documentation for future product rollouts
- Track customer usage, feature adoption, and rollout performance
- Customer Insights & Cross Functional Collaboration
- Gather structured and unstructured customer feedback
- Translate customer insights into actionable product and operational improvements
- Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption
- Identify recurring issues, feature gaps, and opportunities for optimisation
- What Success Looks Like in your first 3 months
- Upsell target delivered on time, with strong activation among early adopters
- A clear, repeatable onboarding playbook that did not exist before you joined
- Product and engineering trust you as the voice of the customer
- Retention and usage metrics are being tracked and showing early positive signals
- By Month 1: Get up to speed, start onboarding
- Understand the product, the customer base, and where the biggest opportunities are
- Map existing customers by upsell readiness and product fit
- Shadow customer calls and get hands on with all internal tools
- Kick off first upsell conversations and launch initial onboardings
- Identify and implement 3 quick wins to improve the onboarding experience
- By Month 2: Full upsell sprint - scale outreach and drive activation
- Refine the upsell pitch based on what is working; cut what is not
- Scale outreach using AI tooling to automate follow ups and personalise at volume
- Run structured feedback sessions and write first batch of product improvement tickets
- By Month 3: Target hit - now build for what's next
- Hit the target and make sure customers are using the product to its full potential
- Audit the full customer journey and formalise onboarding and support processes
- Set up dashboards and tracking for adoption, usage, and churn signals
- Design a post onboarding check in cadence to maintain engagement
- Deliver a retrospective: what worked, what did not, and what comes next
About You
- 1+ years experience in a customer facing, operational, commercial, or startup environment
- Excellent communication skills with confidence running calls and building rapport quickly
- Commercially minded with the ability to connect product usage to customer value and outcomes
- Highly organised and comfortable managing multiple customers and priorities simultaneously
- Energised by fast paced environments and excited by solving problems
- Proactive, adaptable, and willing to operate as a generalist where needed
- Interested in AI, operational efficiency, and helping build scalable systems
- Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth
- Passionate about improving healthcare through technology
Benefits
- Paid volunteer days - two paid days off per year to give back to your mission of choice
- Every 8 weeks we take a day off to socialise as a team (approximately six working days a year)
- Learning budget of £250 annually
- Healthy and fitness budget of £60 per month
- Additional paid leave for meditation or mental health purposes
- Tooling support - choice of operating systems and additional tools needed to do your best work
- Generous sick leave policy including additional days for mental health leave
- Annual holiday together - one year we holiday together, destination chosen by popular vote
- No private medical insurance, supporting the NHS
- Parental leave - statutory and additional SMP after probation, with childcare contribution up to £9,000
- Fertility leave - extra 5 days off per year for fertility treatment
- Pension - standard 3% employer contribution, employees auto contribute 5% of salary
- Local living benefit - one off benefit to support living closer to the office (£5,000 within 30 minute walk, £2,500 by bike)
- Expense allowance for late night or early morning travel
- Inclusive & Diverse by Design
We care about building a product that is loved and a culture that is rich in perspectives, experiences, and backgrounds.
Our team represents more than ten different cultures. We come together every lunch time for a home cooked meal, rotated among team members.
We want everyone in our team to know that they belong.
We are purposeful about this and are proactively building a company that is inclusive of all people; from race, religion, sex, sexual orientation, gender identity, age, neurodiversity, disability, colour, and national origin - essentially every type of diversity.
We don't just want people who fit in, we want them to fit together.
We're active in continually improving the way we make this happen.
Founding Product Ops Associate employer: HealthTech
HealthTech is an exceptional employer, offering a dynamic work environment in Greater London where innovation meets purpose. With a strong focus on employee growth, we provide opportunities for professional development alongside a competitive salary and benefits package, including equity and a health and fitness budget. Join us in our mission to transform NHS access while enjoying a flexible holiday policy that promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Founding Product Ops Associate
✨Get Involved in Startup Events
Dive into the local startup scene! Attend pitch nights, hackathons, and networking events. It's a great way to meet founders and like-minded folks. Plus, you never know who might put in a good word for you at a startup like HealthTech!
✨Show Off Your Creativity
Startups love unique ideas! Create a portfolio or a personal website showcasing your past projects, especially those relevant to startups. This personal touch can really make you stand out when you're applying for that full-time gig at HealthTech.
✨Leverage Startup Communities Online
Get active on platforms such as Indie Hackers, Startup Grind, or even LinkedIn groups focused on startups. Participating in discussions can increase your visibility and open up potential job leads, especially at buzzing companies like HealthTech.
✨Direct Applications are Your Best Bet
Don't shy away from applying directly through our website. Startups often check their own portals first before other job sites. Tailor your application to show how you can add value to HealthTech — a personal touch goes a long way!
We think you need these skills to ace Founding Product Ops Associate
Some tips for your application 🫡
Show Your Entrepreneurial Spirit:When applying for a role in startups and entrepreneurship, it's crucial to highlight any experience you have with starting your own projects or businesses. We love seeing examples of your initiative, so sprinkle in stories of how you’ve taken risks or solved problems creatively—this is what makes you stand out!
Tailor Your CV for Impact:In the startup world, your CV should reflect not just your experience, but the impact you've made. Use quantifiable achievements to show your contributions, like percentage increases in growth or revenue. Remember, we’re looking for go-getters who know how to get results!
Craft a Provocative Cover Letter:Your cover letter is a chance to showcase your passion and motivation for working at HealthTech. Don't just list your skills—share your vision and what excites you about the entrepreneurial journey. Connect your personal aspirations with what we need, and let your enthusiasm shine through!
Keep Your Portfolio Handy:If you have a portfolio showcasing any past projects or entrepreneurial efforts, definitely mention it in your application. Though not always necessary for full-time roles, it can provide us with deeper insights into your work style and creativity. If you have a blog, products, or any innovation, we'd love to see it!
How to prepare for a job interview at HealthTech
✨Show Your Entrepreneurial Spirit
In startups, they love seeing passion and initiative. Be ready to share any personal projects or ideas you've worked on. This shows you’re not just about the 9-to-5, but you’re invested in creating value, which is key in this fast-paced environment.
✨Brush Up on Your Problem-Solving Skills
Expect to be thrown some curveballs during the interview—startups often face unexpected challenges. Having a couple of examples up your sleeve where you’ve creatively solved problems will really impress them. It's all about how you think on your feet!
✨Know Your Stuff About the Industry
Since you're applying for a full-time role, they’ll want to see you've done your homework. Make sure you understand where the startup stands in its industry, including competitors and market trends. It’s a great way to show you're genuinely interested and can contribute from day one.
✨Show Flexibility and Adaptability
Startups can pivot quickly, so highlight your adaptability. Share examples of when you've successfully navigated change or taken on roles outside your comfort zone. This shows you’re ready for whatever comes your way, which is crucial in a startup atmosphere!
