Customer Support Specialist

wawa fertility; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A healthcare tech startup in Greater London is seeking a Customer Support Specialist to enhance service delivery through fast and efficient support via chat and email. The ideal candidate will have at least 2 years of experience in SaaS customer support, possess exceptional problem-solving skills, and be comfortable managing multiple conversations simultaneously. The position offers a competitive salary, stock options, and a hybrid working environment with a strong focus on quality over volume in customer interactions.

Benefits

Competitive salary based on experience

Stock options in a venture-backed startup

Hybrid working with lunch allowance

Influence over customer support processes

Qualifications

• Minimum 2 years’ experience in a SaaS customer support role.
• Hands-on experience working in a chat-based support environment, ideally using Intercom.
• Confident troubleshooting customer issues and explaining solutions to non-technical users.

Responsibilities

• Handle inbound customer conversations via Intercom chat and email.
• Troubleshoot product issues and user errors clearly and efficiently.
• Triage issues and resolve first-line requests.

Skills

SaaS customer support

Intercom chat support

Problem-solving

Written communication

Attention to detail

Tools

Intercom

Linea

Job description

About Wawa

Wawa is a high-growth health-tech SaaS startup transforming how fertility clinics operate and care for patients. Our platform is used by leading clinics across the world to streamline clinical workflows, improve team efficiency, and deliver a better patient experience.

We are backed by top-tier venture investors and are scaling quickly. This is a rare opportunity to join Wawa at an early stage, where you will not just support customers, but actively help build and shape how customer support works as the company grows. Your input will matter, and your impact will be visible.

The role

We are looking for a Customer Support Specialist to join our growing team. You will be on the front line of customer interactions, delivering fast, thoughtful, and high-quality support via chat and email using Intercom.

This is a hands-on role suited to someone who enjoys problem-solving, working at pace, and improving how support is delivered, not just answering tickets.

What you will do

• Handle inbound customer conversations via Intercom chat and email
• Troubleshoot product issues, configuration questions, and user errors clearly and efficiently
• Triage issues appropriately, resolving first-line requests and escalating bugs or complex cases with high-quality context
• Maintain strong response times and customer satisfaction standards
• Contribute to internal and external knowledge bases to reduce repeat questions
• Identify patterns in customer issues and proactively suggest improvements to workflows, tooling, or product
• Use AI and automation within Intercom to improve response quality, consistency, and time to resolution
• Contribute to proactive customer enablement through self-service content, in-product guidance, and targeted outreach
• Work closely with Product, Engineering, and Customer Success to ensure issues are resolved and communicated effectively

What we are looking for

Essential

• Minimum 2 years’ experience in a SaaS customer support role
• Hands-on experience working in a chat-based support environment, ideally using Intercom
• Comfortable managing multiple conversations simultaneously without sacrificing quality
• Excellent written communication skills, clear, concise, and professional
• Confident troubleshooting customer issues and explaining solutions to non-technical users
• Strong ownership mindset and attention to detail

Nice to have

• Experience supporting B2B SaaS products
• Exposure to healthcare, health-tech, or regulated environments
• Experience with ticketing workflows, SLAs, and structured escalation
• Familiarity with tools such as Intercom and Linea
• Interest in improving and scaling support processes

How we work

• Intercom is our primary customer communication channel
• We prioritise clarity, empathy, and fast resolution over volume
• We value good judgement and ownership over rigid scripts
• Support is a core feedback loop between customers, Product, and Engineering

What we offer

• Competitive salary based on experience
• Stock options in a venture-backed startup at a pivotal growth stage
• Hybrid working: 3 days in office with lunch allowance
• Real influence over how customer support is built and scaled at Wawa
• Collaborative, high performing team culture focused on impact