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Customer Support Specialist - UK

splose
London

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Job details

Full-time

Qualifications

Live chat
Technical troubleshooting
Incident queue management
Ticket management
Ticket management systems
Technical support incident logging
Customer interaction
SaaS
Communication skills
Help desk

Full job description

About us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About this role

The Customer Support Specialist is the first point of contact for splose clients in the UK reaching out through our online chat. You'll help clinics resolve day-to-day product questions and technical issues in real time, escalate more complex problems through a clear ticketing process, and work closely with the Customer Success Manager team to make sure no client feels stuck or unheard. This is a hands-on, client-facing role suited to someone who's calm under pressure, genuinely enjoys problem-solving, and takes pride in a great support experience.

What you'll do

Respond to incoming client queries via live chat promptly, professionally, and with a friendly, solutions-first tone.
Troubleshoot day-to-day product issues — scheduling, billing, clinical notes, integrations, and general how-to questions — guiding clients to a resolution in the same conversation wherever possible
Raise and accurately log support tickets for issues that require deeper investigation, clearly documenting reproduction steps, client impact, and urgency.
Track open tickets through to resolution, keeping clients updated on progress and closing the loop once fixed.
Work closely with the Customer Success Manager team to flag at-risk accounts, recurring pain points, or clients who may need a more proactive check-in.
Escalate bugs or product gaps to the right internal channel, providing enough context for engineering or product to action them efficiently.
Maintain and contribute to internal knowledge base articles and macros to speed up future support responses.
Identify patterns in support volume (e.g. repeated questions on a specific feature) and feed these back to Customer Success and Product.
Help maintain high CSAT and fast first-response/resolution times across chat and ticket queues.

What We're Looking For

Experience in a customer support, help desk, or client-facing troubleshooting role (SaaS experience highly regarded).
Excellent written communication — clear, warm, and precise, especially over live chat where tone carries the whole interaction.
A genuine problem-solver: comfortable digging into an issue, testing scenarios, and thinking a few steps ahead of the client.
Organised and reliable with ticket queues — nothing falls through the cracks on your watch.
Comfortable working cross-functionally, particularly alongside Customer Success Managers, to keep the client experience joined up.
Interest in or experience with healthcare, allied health, or practice management software is a bonus, not a requirement.
Familiarity with help desk/ticketing tools (e.g. Intercom, or similar) is an advantage.

Next Steps:

Only shortlisted candidates will be contacted for an initial screening call by our internal TA team.

Equal Opportunity Employer:

splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!

**We are not accepting recruitment agency submissions for this role.

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