Customer Success Associate


Title: Customer Success Associate (1 year exp +) | £27k - £32K | Health Tech | Liverpool Street

Industry: Other

Role/Sector: Digital   |   Healthcare   |   Operations   |   Analyst

Location: Central London

Placement: Graduate job (permanent)

Salary: £25,000 (per annum)

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Information on the company

Our client is a multi award winning young health tech company that are leading the way in personal tracking of your health with their personalised at-home finger-prick blood test. They are a well backed venture capital company having appeared in the Guardian and Sky News. They have a vibrant, driven young and friendly work culture.
 

 

This is a permanent role offering £27K - £32K depending on experience based in Central London

Role Overview

We’re looking for an enthusiastic, intuitive and highly organised Customer Experience Associate to join our team. If you’ve worked in copywriting, community management, research roles and/or customer experience and you thrive in a fast-paced and collaborative environment, this role could be for you. We’re building the company to make a real difference in people’s lives. We’re doing something revolutionary, and we don’t have all of the answers (or even all of the questions). Our Customer Experience Associate will be instrumental in helping us work out how to improve the company for our customers and helping them to get the most value out of our product.

As part of the Customer Experience Team, you’ll become a communication expert, working across internal teams to ensure client satisfaction. You’ll take part in user-centered insight projects, manage our  help centre (FAQs), and run our social media customer support function.

While we do have teams with different specialties and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems. We set quarterly goals which means you’ll always know what you’re doing today is going to help grow the company over the next few months.

Startup life can be tough sometimes, so we like to bring as much fun as we can to the office!

What will you be doing day to day?

Your days will be varied and challenging, often working on lots of exciting projects at once.

In executing your role, you’ll:

  • execute all insight research operations: composing insight request emails in the Thriva tone and organising sessions
  • participate in phone, email and in-person customer insight researchwhen necessary
  • be the voice of the customer when working on cross-functional team projects
  • consistently track patterns and trends,and identify areas of improvement within the customer support function, with the assistance of the Customer Experience Manager
  • respond to inbound queries via email and live chat, with accuracy and speed
  • liaise directly with company Specialists, reporting doctors, our nurse agency, and our partner labs
  • carry out daily quality assurance and tone of voice checkson customer support agents’ emails
  • manage social media customer supportacross Facebook, Twitter and Instagram with the aim of developing a community
  • monitor and optimitise the help-centre(FAQs) by updating articles and preemptively writing new ones, all in the Thriva tone
  • be an expert on what our customers wants and ensure they’re at the centre of everything we do

This role is on a full time basis, Monday to Friday, 9am to 6pm, with the potential inclusion of an occasional weekend day. You’ll work from our Farringdon office, with the option to work from home once in a while.

This is a great opportunity to join one of London’s fastest growing start-ups.

The type of person we're looking for!

You’ll have the following traits:

  • At least 1 year of profesional experience in a client facing role, community management
  • Excellent analytical skills, you have a natural flair for numbers, spotting trends and analysis
  • Patient and empathetic – we’re dealing with people’s health so it’s important we go the extra mile to help them to ensure the best possible customer experience.
  • A great communicator – you’ll need to be confident
  • Organised with a high attention to detail – you’ll be juggling lots of different things at once so you’ll need to keep cool-headed and focussed under pressure.
  • Ambitious and passionate – a startup means there’s ample room for development, both for our company and for your career. A thirst for learning and growing is key.
  • Intuitive and proactive – we’re a small team so you’ll need to think quickly on your feet, be good at problem solving and always be ready to come up with ideas.
  • Technically proficient.

A love of healthcare and technology is a plus!

Perks

  • One of London's fatsest . growing health tech companies

  • You’ll be working alongside humble people who truly care about what we’re building and how it can help people.

  • We’re creating something entirely new and we’re aware that we don’t know everything. So we’re constantly trying new things to understand how we can improve people's lives. We set quarterly goals which means you’ll always know what you’re doing tomorrow is going to help grow the company over the next few months.

    While we do have teams with different specialties and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems.

  • You will get to learn inside an incredibly ambitious marketing team, and this will be a fast-track to becoming an expert in one of the core marketing channels in 2019
  • 28 days annual leave
  • Free coffee and snacks
  • Monthly socials
  • Pension scheme Company

 

 

Apply for this role

applications@inspiringinterns.com