Customer Support Specialist

Jobtailor; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Jobtailor in London is seeking a proactive Customer Service Specialist to manage high-volume queries via Intercom, triage incidents, and support AI-driven improvements.

You will become a subject-matter expert on our platform, maintain knowledge bases, and collaborate with Product, Customer Success and GTM while upholding SLAs and data integrity. This role blends frontline support with process optimization and hands-on opportunities to shape our healthcare productivity mission.

Qualifications

• You are a problem solver: you love digging into a challenge, thinking on your feet, and finding creative workarounds.
• You are a strong communicator: you take pride in your written communication, translating complex technical fixes into simple, human language.
• You stay composed under pressure: High-volume queues and rapid spikes in incidents energise you.
• You're motivated to Solve Healthcare Productivity: you're driven by our mission and a desire to do the best work of your life.
• You are curious about AI: you want to, or already use, AI tools to speed up your personal workflows.
• You should have prior experience in a Customer Service role, Contact Centre, Helpdesk, or a clinical frontline setting with CRM experience and SLA performance.

Responsibilities

• Resolving inbound queries: Manage a high volume of live chats and emails via Intercom with clarity, precision, and warmth.
• Technical triage & escalation: Act as a first-line contributor to incident response. Triage inbound workflows and elevate bugs to our technical team.
• Project contribution: Support cycle-level initiatives, e.g. testing new AI tools or rolling out process changes, alongside the opportunity to own specific operational areas.
• Becoming a subject matter expert: Master our platform inside out. You’ll handle backend operations and leverage AI tools to optimise your workflows.
• Knowledge centre maintenance: Update our external Help Centre and internal macro libraries in real-time as you uncover gaps.
• Cross-functional collaboration: Use frontline insights for our Product, Customer Success, and Go-To-Market (GTM) teams, running "buddy shifts" to share knowledge across the business.
• Championing clinical excellence: Maintaining strict adherence to SLAs and the highest standards for data integrity, privacy, and safety.

Skills

Customer Service Experience

Technical Triage

AI Tool Utilization

Strong Communication Skills

Problem Solving

Tools

Intercom

CRM Navigation

Ticketing Management

Help Centre Management

Macro Libraries

Job description

• Resolving inbound queries: Manage a high volume of live chats and emails via Intercom with clarity, precision, and warmth. You will directly own your individual customer service scores, response times and quality
• Technical triage & escalation: Act as a first-line contributor to incident response. You will triage inbound workflows and elevate bugs to our technical team
• Project contribution: Support cycle-level initiatives, e.g. testing new AI tools or rolling out process changes, alongside the opportunity to own specific operational areas.
• Becoming a subject matter expert: Master our platform inside out. You’ll handle backend operations and leverage AI tools to optimise your workflows.
• Knowledge centre maintenance: Update our external Help Centre and internal macro libraries in real-time as you uncover gaps.
• Cross-functional collaboration: Use frontline insights for our Product, Customer Success, and Go-To-Market (GTM) teams, running "buddy shifts" to share knowledge across the business.
• Championing clinical excellence: Maintaining strict adherence to SLAs and the highest standards for data integrity, privacy, and safety.

Requirements

• You are a problem solver: You love digging into a challenge, thinking on your feet, and finding creative workarounds.
• You are a strong communicator: You take pride in your written communication, translating complex technical fixes into simple, human language.
• You stay composed under pressure: High-volume queues and rapid spikes in incidents energise you. You stay calm, kind, and focused when things move fast
• You're motivated to Solve Healthcare Productivity: You're driven by our mission and a desire to do the best work of your life.
• You are curious about AI: You want to, or already use, AI tools to speed up your personal workflows, practically apply them, and want to be somewhere you can actively implement your ideas
• You should have prior experience in a Customer Service (CS) role, Contact Centre, Helpdesk, or a clinical frontline setting. Having a proven track record of managing ticketing queues, navigating a CRM, and hitting performance SLAs will allow you to hit the ground running.

Core Competencies

Demonstrates expertise in customer service management, technical triage, and operational support while leveraging AI tools to enhance workflows. Maintains high standards for data integrity and privacy, ensuring compliance with service level agreements.

Highest-signal resume keywords

• Customer Service Experience
• Technical Triage
• AI Tool Utilization
• Strong Communication Skills
• Problem Solving

Hard Skills

• Incident Response
• Ticketing Management
• CRM Navigation
• Data Integrity
• SLA Adherence

Soft Skills

• Composure Under Pressure
• Creative Problem Solving
• Effective Written Communication
• Collaboration

Industry Keywords

• Healthcare Productivity
• Customer Success
• Go-To-Market (GTM)
• Clinical Excellence

Tools & Technologies

• Intercom
• Help Centre Management
• Macro Libraries