At a Glance
- Tasks: Support customers through chat and email, resolving issues and enhancing their experience.
- Company: Join wawa fertility, a mission-driven tech company transforming fertility care worldwide.
- Benefits: Generous rewards, equity options, and flexible hybrid work environment.
- Other info: Be part of the founding team and shape the future of the company.
- Why this job: Make a real impact in healthcare while developing your skills in a dynamic team.
- Qualifications: 2+ years in SaaS support, excellent communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
About wawa fertility: 17% of adults worldwide need help to have a baby and by 2050, that number will reach nearly 50%. Yet only 2% can access fertility treatment today. That’s not a gap; it’s a canyon. And we’re building the bridge. At wawa fertility, we’re on a mission to make fertility care accessible to 100% of those who need it, transforming success rates and accessibility worldwide. Our end‑to‑end platform digitises the entire fertility journey, enabling clinics to swap spreadsheets for seamless workflows and spend less time on admin, more time on life‑changing care. We’re not tiptoeing around an industry plagued by stale incumbents and outdated tech. We’re sprinting through it. With proven product‑market fit, our platform is live in 14+ countries and scaling fast. Clinics trust us. Patients rely on us. And the impact we’re making is real. We’re building the operating system for the future of fertility care.
We're looking for a Customer Support Specialist to join our growing London‑based team. You'll be the first point of contact for our customers, delivering fast, thoughtful, and high‑quality support through chat and email. Beyond resolving issues, you'll play an important role in improving the customer experience by identifying recurring challenges, enhancing support processes, and helping customers get maximum value from our platform.
What You'll Do:
- Manage inbound customer conversations via Intercom chat and email
- Troubleshoot product issues, configuration questions, and user errors efficiently and accurately
- Resolve first‑line support requests and escalated complex issues with clear, actionable context
- Maintain high standards for response times, resolution quality, and customer satisfaction
- Contribute to internal and external knowledge bases to improve self‑service support
- Identify recurring customer issues and recommend improvements to workflows, tooling, or product functionality
- Leverage AI and automation capabilities within Intercom to improve support quality, consistency, and resolution times
- Support customer enablement through help content, in‑product guidance, and proactive outreach initiatives
- Collaborate closely with Product, Engineering, and Customer Success teams to ensure customer issues are effectively resolved and communicated
- Act as a key feedback channel between customers and internal teams, helping drive continuous product improvement
What You'll Bring:
Essential:
- 2+ years’ experience in a SaaS customer support role
- Hands‑on experience supporting customers through chat‑based channels, ideally using Intercom
- Ability to manage multiple customer conversations simultaneously while maintaining a high standard of service
- Excellent written communication skills, with the ability to explain technical concepts clearly and professionally
- Strong troubleshooting and problem‑solving capabilities
- A customer‑first mindset with strong ownership and attention to detail
- Confidence working independently and making sound decisions when resolving customer issues
Nice to Have:
- Experience supporting B2B SaaS products
- Exposure to healthcare, health‑tech, or other regulated industries
- Experience working with ticketing systems, SLAs, and escalation processes
- Familiarity with tools such as Intercom and Linea
- Interest in leveraging AI, automation, and process improvement to scale support operations
- Experience creating help centre content, knowledge base articles, or customer education materials
What We Offer:
- Mission‑Driven Work: Help solve the global fertility crisis. Every feature you ship helps make care more accessible for families worldwide.
- Generous Rewards: Share in the company’s success. Your contributions are reflected in meaningful equity and real upside.
- Ownership & Impact: No red tape and no waiting for permission. You’ll define, build, and ship — with direct impact on the product and the mission.
- Growth & Learning: Develop professionally while shaping the future of healthcare technology. Wear many hats and level up fast.
- Early Team Magic: Join the founding crew. Help set the standards, culture, and direction of the company for years to come.
- Hybrid & Flexible: 3 days a week at our Paddington office. We trust you to do great work wherever you are.
wawa fertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
Product Specialist employer: SLAMcore
At wawa fertility, we are not just transforming the fertility care landscape; we are creating a supportive and dynamic work environment that empowers our employees to make a real difference. As a Product Specialist in our London-based team, you will enjoy generous rewards, ownership of your projects, and opportunities for professional growth while contributing to a mission-driven cause that impacts families worldwide. With a flexible hybrid work model and a commitment to inclusivity, wawa fertility is an excellent employer for those looking to thrive in a fast-paced, innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Product Specialist
✨Tip Number 1
Get to know the company inside out! Research wawa fertility's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Customer Support Specialist, you'll need to convey technical concepts clearly. Try role-playing common customer scenarios with a friend or family member to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about the company culture. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you're proactive and serious about joining the team at wawa fertility.
We think you need these skills to ace Product Specialist
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the mission of wawa fertility shine through. We want to see how much you care about making fertility care accessible and how you can contribute to this important cause.
Tailor Your Experience:Make sure to highlight your relevant experience in SaaS customer support. We’re looking for specific examples that demonstrate your problem-solving skills and ability to manage multiple conversations while keeping a high standard of service.
Be Clear and Concise:Your written communication skills are key! Use clear language and avoid jargon when explaining your experiences. We appreciate straightforwardness, so make it easy for us to understand your qualifications.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at SLAMcore
✨Know the Mission
Before your interview, dive deep into wawa fertility's mission and values. Understand the challenges in the fertility industry and how their platform is making a difference. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Customer Support Skills
Prepare specific examples from your past experience that highlight your customer support skills, especially in a SaaS environment. Be ready to discuss how you've handled complex issues, improved processes, or contributed to customer satisfaction. This will demonstrate your ability to thrive in the role.
✨Familiarise Yourself with Intercom
Since you'll be using Intercom for customer interactions, brush up on its features and functionalities. If you have experience with similar tools, be prepared to discuss how you can leverage AI and automation to enhance support quality and efficiency.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and how they measure success in customer support. This shows you're not just interested in the job, but also in how you can contribute to the team's success and the company's mission.
