Customer Support Associate in London

Are you looking to impact and be part of something special, such as shaping the future of healthcare? Do you have a real talent for providing great customer support, solving complex customer software challenges and all that with the patience of a saint? If so, read on.

At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research.

We are a passionate and driven team, lucky to unite under strong cultural drivers:

• Impact - We do work that matters.
• Collaboration – We are in it together.
• Human touch – We care deeply.

This role can be fully remote in the UK (with occasional travel to our London office). We are unfortunately not able to consider candidates located outside this location at this stage.

What you will be doing

Semble is looking for a Customer Support Associate who will manage the crucial role of providing clients with an exceptional support experience. The main goal of the role is to provide outstanding care and facilitation as clinics start using their new system and supporting them throughout their journey with us.

To succeed in this role, you will need to be quick and eager to learn but also demonstrate incredible patience and an outstanding ability to communicate with clients in a friendly and straightforward way. You must be comfortable thinking outside of the box when it comes to suggesting recommendations for how clinics should set up their workflows.

• Monitor the Support inbox for urgent matters and respond promptly.
• Assist customers via email and calls, guiding them through queries.
• Resolve customer issues promptly, foreseeing potential hurdles.
• Maintain comprehensive records of customer interactions in CRM.
• Conduct product training sessions and/or webinars for customers.
• Develop self-service resources to aid customer navigation.
• Collaborate across teams to enhance customer experience.
• Support Customer Support Managers as needed.
• Contribute to projects aligning with Support objectives.

What we are looking for

• 2+ years’ experience in a client-facing support role.
• 2+ years’ experience working at a SaaS company.
• You have an exceptional composure and the ability to navigate tough client interactions without being emotionally affected.
• You have excellent English verbal and written communication skills, with demonstrated ability to communicate effectively with users of various levels of technical proficiency.
• You are quick, resilient, and agile, able to not only adapt but embrace new processes and changes.
• You can truly hit the ground running, quickly navigate through systems, and use a computer with ease.
• You are passionate, enthusiastic, and creative with a keen sense of ethics and integrity.
• You have a clear “customer first” focus.
• You can demonstrate your ability to understand technical products quickly and easily.
• You can balance multiple priorities which require organisation, detail, prioritisation, and delivering outcomes.
• Experience working in the healthcare industry and/or using Semble (nice-to-have, not mandatory).
• Proficiency in the French language or any other European language (nice-to-have, not mandatory).

What you’ll get in return

• The great feeling coming with knowing you do something that matters: shaping the future of healthcare!
• £30-32k package (based on your experience and the value you can bring).
• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
• 36 days off: 25 holidays + bank holidays + 3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest.
• Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!
• Private Health Insurance – covering physical and mental health, as well as dental and optical!
• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.
• Get the tech you need - You will get the latest MacBook (unless you prefer Windows) and take your pick across a wide range of equipment to set up your home office ergonomically.
• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.