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Customer Support Specialist

Sigma Consulting Group -
London

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Job details

Full-time
£30,000 a month

Qualifications

Jira
Procurement
Supply chain
Technical support
Zendesk
B2B
Organisational skills
Customer support
SaaS
Communication skills
Help desk

Full job description

Customer Support Specialist

Location: London, United Kingdom (Hybrid)
Employment Type: Full-Time
Department: Customer Operations
Compensation: £30,000 + Equity

About Zenrox

Zenrox Healthcare UK is an AI-powered marketplace connecting healthcare providers with trusted medical equipment suppliers. Through our flagship platform, ZenroxIQ, we deliver a seamless procurement experience powered by intelligent automation, real-time insights, and user-centric design.

Role Overview

We are seeking a responsive and customer-focused Customer Support Specialist to serve as the first point of contact for all ZenroxIQ platform users, including healthcare providers and suppliers.

The ideal candidate is tech-savvy, highly organised, and empathetic, with a strong ability to resolve user issues efficiently while delivering an exceptional customer experience. This role is critical to ensuring user satisfaction, platform adoption, and continuous product improvement.

Key Responsibilities

Customer Support & Issue Resolution

Provide timely, accurate, and professional support via email, chat, and phone
Diagnose and resolve user issues including login errors, quotation discrepancies, order tracking concerns, and compliance-related queries
Ensure all support tickets are handled efficiently and in line with defined service standards

Escalation & Cross-Functional Collaboration

Escalate technical issues and bugs to the Engineering team with clear documentation
Route feature requests and user feedback to Product teams for prioritisation
Collaborate with internal teams to ensure swift and effective issue resolution

Platform Expertise & User Guidance

Develop in-depth knowledge of ZenroxIQ features, workflows, and user journeys
Guide users on platform functionality and best practices to enhance their experience
Proactively identify and support users who may be struggling with platform adoption

Knowledge Management & Documentation

Create, update, and maintain help centre resources including FAQs, user guides, and tutorials
Contribute to improving support processes and self-service resources

Performance Monitoring & Reporting

Track and report on key support metrics such as ticket volume, resolution time, and customer satisfaction
Support continuous improvement initiatives based on customer feedback and support trends

Operational Support

Assist Operations with user-facing tasks during peak periods or high-demand cycles
Contribute to maintaining a smooth and efficient customer support function

Requirements

Minimum of 2+ years' experience in Customer Support, Technical Support, or a similar user-facing role
Excellent written and verbal communication skills with strong emotional intelligence
Strong problem-solving skills and ability to learn quickly in a fast-paced environment
Ability to remain calm, professional, and solution-oriented under pressure
Experience with helpdesk tools such as Zendesk, Intercom, or Jira Service Desk
Strong organisational skills with the ability to manage multiple tasks simultaneously

Preferred / Advantageous Experience

Experience in B2B SaaS, marketplace, or platform-based environments
Background in healthcare, medical devices, or procurement platforms
Familiarity with e-commerce or supply chain systems
Experience creating customer support documentation or training materials
Basic understanding of web applications and system workflows

Why Join Zenrox

Foundational role with equity participation and long-term growth potential
Opportunity to directly influence product development through customer insights
Work on meaningful challenges within healthcare logistics and procurement
Collaborative, high-performance, and mission-driven team environment
Clear career progression into Support Lead or Customer Success roles

How to Apply

Interested candidates should submit their CV along with a brief description of a challenging support case successfully resolved via:
https://www.zenroxmed.co.uk/jobs/customer-support-specialist/

Subject Line: Customer Support Specialist Application

Quick apply

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Customer Support Specialist

About Zenrox

Role Overview

Key Responsibilities

Customer Support & Issue Resolution

Escalation & Cross-Functional Collaboration

Platform Expertise & User Guidance

Knowledge Management & Documentation

Performance Monitoring & Reporting

Operational Support

Requirements

Preferred / Advantageous Experience

Why Join Zenrox

How to Apply