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For Companies At a Glance
- Tasks: Deliver top-notch support via chat and email, solving customer issues and improving workflows.
- Company: Join 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 pivotal role at an innovative company.
- Qualifications: 2+ years in SaaS support, excellent communication, and problem-solving skills.
- Other info: Collaborative team culture with opportunities for growth and influence.
The predicted salary is between 36000 - 60000 £ per year.
About Wawa
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 Product 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
Essential
- Minimum 2 years experience in a SaaS / product 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
Product Support Specialist in London employer: wawa fertility
Contact Detail:
wawa fertility Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Wawa's mission, values, and the specifics of their product. This will not only help you in interviews but also show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves troubleshooting and providing support, think of common issues users might face and how you'd resolve them. This will prepare you for those tricky interview questions.
✨Tip Number 3
Show off your communication skills! Whether it's through a mock chat or email, demonstrate how you can convey complex information clearly and concisely. Remember, clarity is key in customer support!
✨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 on joining the Wawa team right from the start.
We think you need these skills to ace Product Support Specialist in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Specialist role. Highlight your experience in SaaS and chat-based support, and show us how your skills align with what we're looking for.
Show Off Your Communication Skills: Since you'll be interacting with customers via chat and email, it's crucial to demonstrate your excellent written communication skills. Keep your application clear, concise, and professional – we want to see that you can communicate effectively!
Highlight Problem-Solving Experience: We love candidates who enjoy tackling challenges! Share examples of how you've successfully resolved customer issues or improved support processes in your previous roles. This will show us you're a great fit for our fast-paced environment.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity 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 issues users might face and think about how you would troubleshoot them. This will show that you're proactive and genuinely interested in the role.
✨Showcase Your Communication Skills
Since you'll be handling customer interactions via chat and email, practice articulating your thoughts clearly and concisely. Consider doing mock interviews or writing sample responses to potential customer queries. This will help you demonstrate your excellent written communication skills during the interview.
✨Emphasise Problem-Solving Abilities
Prepare examples from your past experience where you've successfully resolved customer issues or improved support processes. Highlight your ownership mindset and attention to detail, as these traits are crucial for a Product Support Specialist at Wawa.
✨Be Ready to Discuss Tools and Techniques
Familiarise yourself with Intercom and any other relevant tools mentioned in the job description. Be prepared to discuss how you've used similar platforms in the past and how you can leverage AI and automation to enhance customer support. This will show that you're not just a ticket responder but someone who can contribute to improving workflows.
