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 We’re not tiptoeing around an industry plagued by stale incumbents and outdated tech.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
At Wawa Fertility, we are not just transforming the fertility care landscape; we are creating a mission-driven workplace where your contributions directly impact families worldwide. With a hybrid working model based in London, we offer generous rewards, professional growth opportunities, and a culture that values ownership and innovation. Join our founding team to help shape the future of healthcare technology while enjoying the flexibility to work where you thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Product Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at wawa fertility. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like wawa fertility before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to wawa fertility:Your cover letter is your chance to shine! Tell us why you want to work at wawa fertility specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at wawa fertility!
How to prepare for a job interview at wawa fertility
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
