At a Glance
- Tasks: Support customers through chat and email, resolving issues and enhancing their experience.
- Company: Join wawa fertility, a mission-driven company transforming fertility care worldwide.
- Benefits: Generous rewards, equity options, and opportunities for professional growth.
- Other info: Flexible hybrid work model with a chance to shape company culture.
- Why this job: Make a real impact in healthcare while working in a dynamic, supportive environment.
- Qualifications: 2+ years in SaaS support, excellent communication, and problem-solving skills.
The predicted salary is between 35000 - 45000 £ per year.
Location: London
Type: Full time
Working Pattern: Hybrid — 3 days a week onsite (Paddington)
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 We’re not tiptoeing around an industry plagued by stale incumbents and outdated tech.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. And we’d love you to help us deliver it.
The Mission: 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. This role is ideal for someone who enjoys problem‑solving, thrives in a fast‑paced environment, and sees support as more than just answering tickets.
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 escalate 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:
- 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, with flexibility built in. We trust you to do great work wherever you are.
Why Wawa? – Because we’ve already found strong product‑market fit. Clinics in 14+ countries rely on us every day. Our platform handles everything from embryology records to patient payments and we’re just getting started.
Equal Opportunity Statement: Wawa Fertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
Website: wawafertility.com
Send your CV and a short intro to: careers@wawafertility.com
Product Specialist employer: wawa fertility
Wawa Fertility is an exceptional employer dedicated to making fertility care accessible for everyone, offering a mission-driven work environment where your contributions directly impact families worldwide. Located in the vibrant Paddington area of London, we provide a hybrid work model that fosters flexibility and collaboration, allowing you to thrive in a supportive culture while developing your skills in healthcare technology. Join our founding team to shape the future of our platform and enjoy generous rewards, professional growth opportunities, and the chance to be part of something truly meaningful.
