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Information on the company
Our client is a multi-award-winning young health tech company that is leading the way in personal tracking of your health with their personalised at-home testing kits. They are a well-backed venture capital company that has appeared in the Guardian and Sky News. They have a vibrant, driven young and friendly work culture. 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).
Day-to-day activities will include…
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 company tone and organising sessions
participate in phone, email and in-person customer insight research when 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 Specialists, reporting doctors, our nurse agency, and our partner labs
carry out daily quality assurance and tone of voice checks on customer support agents’ emails
manage social media customer support across Facebook, Twitter and Instagram with the aim of developing a community
monitor and optimise the help-centre(FAQs) by updating articles and preemptively writing new ones, all in the company tone
be an expert on what our customers want and ensure they’re at the centre of everything we do
The ideal candidate’s personality and qualifications…
You’ll have the following traits:
At least 1 year of professional experience in a client-facing role, community management, copywriting, research or analytics
Thrive in a fast-paced and collaborative environment
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 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!
What are the perks of working at this company?
One of London's fastest-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 specialities 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