Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Deliver top-notch customer support via chat and email, solving problems and improving processes.
- Company: Join Wawa, a fast-growing health-tech startup transforming fertility clinic operations.
- Benefits: Competitive salary, stock options, hybrid work, and a chance to shape customer support.
- Why this job: Make a real impact in a dynamic environment while helping customers thrive.
- Qualifications: 2+ years in SaaS support, excellent communication, and problem-solving skills required.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Wawa is a high-growth health-tech SaaS startup transforming how fertility clinics operate and care for patients. Our platform is used by leading clinics across the world to streamline clinical workflows, improve team efficiency, and deliver a better patient experience. We are backed by top-tier venture investors and are scaling quickly. This is a rare opportunity to join Wawa at an early stage, where you will not just support customers, but actively help build and shape how customer support works as the company grows. Your input will matter, and your impact will be visible.
The role
We are looking for a Customer Support Specialist to join our growing team. You will be on the front line of customer interactions, delivering fast, thoughtful, and high-quality support via chat and email using Intercom. This is a hands-on role suited to someone who enjoys problem-solving, working at pace, and improving how support is delivered, not just answering tickets.
What you will do
- Handle inbound customer conversations via Intercom chat and email
- Troubleshoot product issues, configuration questions, and user errors clearly and efficiently
- Triage issues appropriately, resolving first-line requests and escalating bugs or complex cases with high-quality context
- Maintain strong response times and customer satisfaction standards
- Contribute to internal and external knowledge bases to reduce repeat questions
- Identify patterns in customer issues and proactively suggest improvements to workflows, tooling, or product
- Use AI and automation within Intercom to improve response quality, consistency, and time to resolution
- Contribute to proactive customer enablement through self-service content, in-product guidance, and targeted outreach
- Work closely with Product, Engineering, and Customer Success to ensure issues are resolved and communicated effectively
What we are looking for
- Minimum 2 years’ experience in a SaaS customer support role
- Hands-on experience working in a chat-based support environment, ideally using Intercom
- Comfortable managing multiple conversations simultaneously without sacrificing quality
- Excellent written communication skills, clear, concise, and professional
- Confident troubleshooting customer issues and explaining solutions to non-technical users
- Strong ownership mindset and attention to detail
Nice to have
- Experience supporting B2B SaaS products
- Exposure to healthcare, health-tech, or regulated environments
- Experience with ticketing workflows, SLAs, and structured escalation
- Familiarity with tools such as Intercom and Linea
- Interest in improving and scaling support processes
How we work
- Intercom is our primary customer communication channel
- We prioritise clarity, empathy, and fast resolution over volume
- We value good judgement and ownership over rigid scripts
- Support is a core feedback loop between customers, Product, and Engineering
What we offer
- Competitive salary based on experience
- Stock options in a venture-backed startup at a pivotal growth stage
- Hybrid working: 3 days in office with lunch allowance
- Real influence over how customer support is built and scaled at Wawa
- Collaborative, high performing team culture focused on impact
Customer Support Specialist employer: wawa fertility
Contact Detail:
wawa fertility Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Research Wawa's mission, values, and recent developments. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be troubleshooting customer issues, think of common scenarios you might face and how you'd handle them. This will prepare you for those tricky questions during interviews.
✨Tip Number 3
Show off your communication skills! Whether it's through chat or email, clarity is key. Try to convey complex ideas simply and concisely, as this is what Wawa values in their customer interactions.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team at Wawa.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Passion for Customer Support: When writing your application, let us know why you're excited about customer support! Share any experiences that highlight your problem-solving skills and how you’ve made a difference in previous roles. We love seeing genuine enthusiasm!
Be Clear and Concise: We appreciate clear communication, so make sure your application reflects that! Use straightforward language and avoid jargon. This will not only showcase your writing skills but also give us a taste of how you’d communicate with our customers.
Highlight Relevant Experience: Make sure to mention any experience you have in SaaS customer support or using tools like Intercom. We want to see how your background aligns with what we’re looking for, so don’t hold back on those details!
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 keen on joining our team at Wawa!
How to prepare for a job interview at wawa fertility
✨Know the Product Inside Out
Before your interview, make sure you understand Wawa's platform and how it benefits fertility clinics. Familiarise yourself with common customer issues in the health-tech space and think about how you would address them. This will show that you're not just interested in the role but also in the company's mission.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer issues, especially in a SaaS environment. Highlight your ability to troubleshoot effectively and how you’ve improved support processes. This will demonstrate your hands-on approach and ownership mindset.
✨Practice Clear Communication
Since you'll be communicating via chat and email, practice articulating your thoughts clearly and concisely. Consider doing mock interviews or writing out responses to common customer queries. This will help you convey information professionally and efficiently during the actual interview.
✨Emphasise Your Team Spirit
Wawa values collaboration, so be ready to discuss how you've worked with cross-functional teams in the past. Share instances where you've contributed to knowledge bases or collaborated with product and engineering teams to resolve issues. This will highlight your ability to work well within a team-focused culture.
