Customer Support Associate (Bilingual French & English) 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.

The role

Semble is looking for a Customer Support Associate (Bilingual French and English) who will manage the crucially important role of providing clients with an exceptional support experience. It’s often our first opportunity to make a great impression. 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.

We are looking for someone who is excited to learn every detail about Semble inside-out and who will then take that knowledge to solve challenges for our customers as they arise.

What you will be doing:

• Assist in organising & implementing the initial setup of client accounts ready for go-live.
• Provide efficient and comprehensive solutions to customer problems, anticipating challenges.
• Guide customers through issues and questions, mostly via email & scheduled calls.
• Conduct customer product training sessions.
• Produce content and other resources to facilitate customers' self-serving.
• Collaborate with other teams to improve and enhance our customers’ experience.
• Keep records of customer interactions, transactions, comments and complaints in our CRM.
• Identify potential challenges and trends amongst our customer base or risks of churn.
• Monitor the inbox and be sensitive to possible urgent situations.
• Quickly and efficiently respond to client emails.
• Support the Customer Support Managers where/if needed.
• Be involved in projects directly related to the CS department goals.

What we are looking for:

• 1+ years’ experience in a client-facing support role.
• 1+ years’ experience working at a SaaS company.
• You speak both English and French fluently.
• 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 strong sense of ethics and integrity.
• You have a clear “customer first” focus.
• You can demonstrate your ability to quickly and easily understand technical products.
• You can balance multiple priorities which require organisation, detail, prioritisation, and delivering outcomes.
• Experience working in the healthcare industry and/or using Semble is a plus (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.