Customer Support Specialist

Sudale Search & Select; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Sudale Search & Select is hiring a Customer Support & Retention Specialist for a fast-growing, female-founded startup in London. This hands-on role focuses on helping customers stay on track with their health goals through empathetic, human support.

You'll run onboarding calls, provide day-to-day support via phone and email (Gorgias), handle product usage questions, and identify patterns to share with founders. Expect hybrid work and a mission-led, energetic environment.

Qualifications

• Experience in customer support or retention roles.
• Comfort discussing health topics with customers.
• Willing to work hybrid in London.
• Strong communication and empathy for users.

Responsibilities

• Run onboarding and check-in calls (10-15 minutes) with customers.
• Provide day-to-day support via phone and email (e.g., using Gorgias).
• Answer questions on product use, dosing and expectations.
• Engage in empathetic, encouraging conversations about health and habits.
• Proactively reach out at key points in the journey to prevent churn.
• Adopt a retention-first approach to keep customers engaged in the first 2–3 months.
• Write warm, human responses—no scripts or robotic tone.
• Identify patterns and insights and share them with founders to support growth.

Skills

People skills

Empathy

Retention mindset

Health & wellbeing

Science-curious

Clear communicator

Organised

Start-up environment

Tools

Gorgias

Job description

Hybrid - London | 3-4 days per week in the office

A fast-growing, female-founded start-up is looking for a Customer Support & Retention Specialist to join their growing team!

They're building a science-led solution designed to support healthier habits and improve how people feel in their day-to-day lives (including through gut health). The focus is long-term health, balance and behaviour change not quick fixes.

You’ll be one of the key human voices of the brand, helping customers stay on track with their goals. You will be a key part of customer's support network in what can feel like quite a lonely journey.

The Role

This is a hands-on, customer-facing role where you will:

• Run short onboarding and check‑in calls (typically 10-15 minutes) with customers
• Provide day‑to‑day support via phone and email (using tools like Gorgias)
• Answer practical questions on how to use the product, dosing and expectations
• Have empathetic, encouraging conversations about health, habits and staying consistent
• Do proactive outreach at key points in the customer journey (e.g. when they may be at risk of dropping off or thinking "it's not working fast enough")
• Take a retention‑first approach doing everything reasonable to help customers stay engaged through the crucial first 2-3 months
• Write warm, human responses - no scripts, no robotic tone
• Spot and summarise patterns and insights (e.g. common reasons for cancellation, concerns about cost or speed of results) and share them back to the Founders to support growth.,

You’ll start very much "on the tools", learning the customers and product deeply, with room over time to help shape processes and reporting as the company targets plans to increase their subscription base X5 over the next 18 months.

What they are really looking for

More than a perfect CV, they care about your mindset and values. You are likely working in a Customer Support/ Retention role now, and want a mission you can really get behind, what better one that helping build a happier, healthier future?

More than a perfect CV, they care about your mindset and values. More than a perfect CV, they care about your mindset and values. You are likely working in a Customer Support/ Retention role now, and want a mission you can really get behind, what better one that helping build a happier, healthier future?

You are someone who:

• Loves talking to people and building rapport quickly
• Has high empathy and is comfortable discussing sensitive topics (e.g. weight, self‑image, confidence, health goals)
• Brings a retention mindset – you don’t give up easily and you fight for every customer
• Believes in health, wellbeing and long-term habit change, not crash fixes
• Is curious and comfortable learning about a science‑led product (full training given - no science degree needed)
• Communicates clearly, kindly and confidently on the phone and in writing
• Is organised, reliable and happy to work with systems, follow up tasks and keep notes tidy
• Enjoys a start‑up environment: fast‑moving, collaborative, and sometimes messy but mission‑led and full of energy
• Hybrid: typically 3‑4 days per week in the London office initially, especially during training
• Close collaboration with the founders, who are passionate about using science to improve people’s health and everyday life
• Culture of care, honesty and ambition – doing right by the customer while aiming for strong growth