Feebris is on a mission to bring high-quality clinical monitoring to patients wherever they are. As a Customer Support Associate, you'll be at the heart of that — ensuring the healthcare teams who use our platform are set up for success, supported day-to-day, and getting genuine value from every interaction with Feebris.
This is a hands-on, varied role that spans client onboarding, training, helpdesk support, and device logistics. You'll work closely with NHS sites and care settings, build strong relationships with clinical users, and act as a key link between the frontline and our product and clinical teams. If you're someone who takes pride in making things run smoothly and wants to see the direct impact of your work on patient care, this role is for you.
requirements
QUALIFICATIONS
- Bachelor's degree in Business, Healthcare, or a related field
EXPERIENCE
- 2-3 years of experience in customer support or a similar client-facing role
NICE TO HAVE
- Experience working within or alongside NHS services or clinical settings
- Background in healthcare technology, digital health, or health operations
KEY SKILLS
- Strong client empathy and communication skills, with a patient and professional approach to healthcare users
- Technically proficient, with the ability to quickly adopt new platforms and digital tools
- Proactive problem-solver who can diagnose issues and drive them to resolution independently
- Highly organised, with a structured approach to process management and documentation
- Comfortable working with data - able to analyse usage and produce clear, accurate reports
responsibilities
- Onboard new clinical teams from our customers onto the Feebris system - sharing collateral, organising and shipping hardware, configuring the platform, and delivering training.
- Deliver engaging, role-appropriate training sessions for new and existing users, keeping materials up to date and communicating platform updates clearly to clients
- Manage the help desk end-to-end: respond to client queries across email, phone, and chat promptly, triage and escalate issues correctly, and ensure all tickets are resolved within SLA
- Oversee the full lifecycle of Feebris hardware - provisioning, shipping, tracking active devices, coordinating returns and replacements, and maintaining accurate inventory records
- Monitor platform usage across live NHS sites, flag engagement risks early, and work with the team to address them proactively, Escalate product feedback and complaints internally, ensuring the right teams have the context they need to act
- Produce and distribute internal and client-facing performance and usage reports accurately and on schedule
- Produce and distribute internal and client-facing performance and usage reports accurately and on schedule
benefits
WHAT WE OFFER
- Impactful work, transforming healthcare for billions of people worldwide
- A mission-driven team, small but mighty and committed to making a difference
- Real responsibility, having a direct, meaningful impact on a high growth business
- Coaching and personal development (bi-annual performance reviews, 1:1s with senior team members)
- Central London Office
- Flexible working arrangements
- Unlimited holidays
- Sponsored quarterly team and company socials
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