CUSTOMER SUPPORT SPECIALIST

Zenrox Healthcare Ltd; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Equity

Job summary

Zenrox Healthcare Ltd in London offers a hybrid/remote customer support role for the ZenroxIQ platform. You will be the front line for healthcare customers and suppliers, delivering fast, accurate, and empathetic help to ensure successful platform usage.

Ideal candidates have 2+ years in customer or technical support, strong communication, and a proactive mindset. Equity is offered as part of the compensation package.

Qualifications

• 2+ years in a customer support, technical support, or user-facing operations role.
• Excellent written and verbal communication with empathy.
• Strong problem-solving skills; quick to learn new software.
• Highly organized with strong attention to detail.
• Ability to stay calm and professional under pressure.
• Passion for helping people and solving problems.
• Experience with help desk software (Zendesk, Jira Service Desk, Intercom)

Responsibilities

• Provide front-line technical and platform support via email, chat and phone.
• Triage and resolve user issues (login problems, quotes, order status, compliance questions).
• Escalate bugs to engineering and feature requests to product team.
• Become a deep expert on the ZenroxIQ platform and workflows.
• Create and maintain customer-facing knowledge base (FAQs, how-to guides).
• Monitor platform usage and proactively reach out to users who may be struggling.
• Support Operations during peak times.
• Report on support metrics (ticket volume, resolution time, user satisfaction).

Skills

Customer support experience

Strong communication

Problem solving

Fast learner

Attention to detail

Calm under pressure

Helping people

Help desk software

Tools

Zendesk

Jira Service Desk

Intercom

Job description

Location: London (Hybrid) or Remote (UK-based)

Salary: £30,000 + equity

About Zenrox

Zenrox Healthcare UK is an AI-powered marketplace connecting healthcare facilities with medical equipment suppliers. A seamless, reliable user experience is critical to our success.

The Opportunity

Be the first point of contact and trusted problem-solver for all ZenroxIQ users. You will be the front line for both our healthcare customers and our suppliers, ensuring every user gets fast, accurate, and empathetic help to successfully use our platform.

What You'll Do

• Provide front-line technical and platform support via email, chat, and phone
• Triage and resolve user issues (e.g., login problems, quote errors, order status, compliance questions)
• Escalate bugs to the engineering team and feature requests to the product team
• Become a deep expert on the ZenroxIQ platform's features and workflows
• Create and maintain our customer-facing knowledge base (FAQs, how-to guides)
• Monitor platform usage and proactively reach out to users who may be struggling
• Support the Operations team with user-facing tasks during peak times
• Report on support metrics (ticket volume, resolution time, user satisfaction)

What You Bring

• 2+ years experience in a customer support, technical support, or user-facing operations role
• Excellent written and verbal communication skills with a high degree of empathy
• Strong problem-solving skills and ability to learn new software quickly
• Highly organized with strong attention to detail
• Ability to remain calm and professional under pressure
• A passion for helping people and solving problems
• Experience with help desk software (e.g., Zendesk, Jira Service Desk, Intercom)

Ideal Background

• Experience in a B2B SaaS or marketplace environment
• Supporting users in the healthcare or medical device sector
• Familiarity with procurement or e-commerce platforms
• Experience creating support documentation or video guides
• Basic understanding of how web applications work

Why Join Zenrox

• Foundational support role with significant equity
• Be the voice of the customer and directly influence product improvements
• Work on meaningful healthcare infrastructure challenges
• Collaborate with a tight-knit and passionate team
• Opportunity to grow into a support team lead or customer success role