Customer Support Specialist

ZYMIX; Greater London; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Private healthcare (AXA)

Office in Soho with free breakfast

Weekly happy hour

Job summary

Zymix is seeking a motivated Customer Support Specialist to join our frontline team in London. You will handle daily online and live chat inquiries, providing quick, helpful assistance to keep users engaged and satisfied.

Ideal candidates enjoy problem solving, communicating with users, and launching a career in consumer tech, with a pathway to growth and exposure to a dynamic startup environment in Soho.

Qualifications

• Native or professional fluency in English (written and spoken).
• 6 months to 2 years of customer support experience (digital, live chat, or service).
• Comfort using live chat tools, messaging platforms, and online ticketing systems.

Responsibilities

• Respond to incoming user inquiries in real time via live chat and ticketing tools.
• Investigate user issues and provide clear solutions or escalate complex problems.
• Help maintain and update standard chat macros, FAQs, and internal docs.
• Identify recurring issues and pass feedback to improve the platform.
• Maintain high CSAT by delivering timely, accurate, friendly support.

Skills

English fluency

Customer support

Live chat tools

Empathy

Multitasking

Tools

Live chat software

Ticketing system

Job description

Zymix is the definitive lifestyle ecosystem for the digital generation-bridging the gap between social connection and real-world experience. Transcending the "Super App" model, Zymix fuses hyper-social interaction with a seamless service layer, empowering global youth to integrate a wide range of services beyond social networking, discover Al-curated experiences, and unlock essential services in one fluid motion. We are redefining the platform economy by prioritising authenticity, community, and friction-free living.

About the role

We are looking for an energetic, empathetic, and detail-oriented Customer Support Specialist to join our frontline digital support team in London. Reporting directly to the Customer Support Manager, you will be on the front lines of user interaction, handling daily online and live chat support inquiries.

This is a junior level role ideal for someone who loves solving problems, enjoys chatting with users, and wants to launch a career in the consumer tech space. As the first point of contact for our community, your goal is to deliver quick, helpful, and friendly support that ensures every Zymix user has a seamless experience.

What you'll own

• Respond to incoming user inquiries, troubleshooting requests, and general questions in real time via live chat and online ticketing tools.
• Investigate user issues efficiently, providing clear solutions or escalating complex technical problems to the Customer Support Manager.
• Help maintain and update standard chat macros, FAQ guides, and internal support documentation.
• Identify recurring user pain points or app glitches and pass feedback to the Customer Service Manager to help improve the platform.
• Maintain high standards of customer satisfaction (CSAT) by delivering timely, accurate, and friendly text-based support.

What you'll bring

• Native or professional fluency in English (written and verbal) with strong typing skills and excellent written grammar.
• 6 months to 2 years of experience in a customer support role (digital support, live chat, customer service).
• High comfort level using live chat tools, messaging platforms, and online ticketing systems.
• Strong empathy and active listening skills, with the ability to turn a frustrated user into a happy brand advocate.
• Ability to multitask, stay organised, and work effectively in a fast-paced environment.

Nice to haves

• Prior experience managing online support for a mobile app, marketplace, or consumer tech platform.
• Basic understanding of app user journeys, bug reporting, and technical troubleshooting processes.
• Deep interest in the "Super App" business model and the evolving global platform economy.

Why Zymix

• Build a category-defining product for UK and European Gen-Z from day one.
• Small senior team, direct access to leadership, fast decision-making.
• Private healthcare through AXA from day 1. Including group income protection and group life cover.
• Vibrant Soho office with free breakfast and afternoon snacks, weekly happy hour & more.
• Competitive salary (DOE) + benefits package.