Are you looking to impact and be part of something special, such as shaping the future of healthcare?

Do you have a real talent for providing great customer support, solving complex customer software challenges and all that with the patience of a saint?

Sound like you? Keep reading.

At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research.

We are a passionate and driven team, lucky to unite under strong cultural drivers:

• Impact - We do work that matters.

• Collaboration – We are in it together.

• Human touch – We care deeply.
  

We are also quick to embrace new technologies: we have rapidly adopted AI internally, and we are always looking to work with people who are excited to augment their work with AI.

This role can be hybrid in the UK (with occasional travel to our Central London office). We are unfortunately not able to consider candidates located outside this location at this stage.

About the role

We are looking for a motivated and empathetic Support Associate to join our first-class frontline team. In this role, you will be
reporting to our Head of Support and working in close collaboration with our Sales, Account Management and Software Development teams.

We are looking for someone who is excited to learn every detail about Semble inside-out and who will then take that knowledge to solve challenges for our customers as they arise.

What you will be doing

• Manage a variety of requests from customers and communicate through various technologies, emails, live chat and video call. These requests range from queries to complex incidents;

• Provide outstanding customer service to our customers, ensuring that they feel happy and satisfied;

• Maintain a high degree of product expertise as the product evolves;

• Diagnose and resolve
  first line queries, escalate second and third line when appropriate;

• Navigate logs files and technical documentation to diagnose and troubleshoot issues;

• Identify patterns and trends to proactively address issues;

• Conduct customer training and support sessions;

• Test and QA documentation for solutions delivered by the development team, analyse test output and produce test reports.

Within your first 3 months, you will

• Know the product and our customers through and through;

• Achieve a consistent and satisfactory daily target for closing tickets;

• Achieve high customer satisfaction scores on tickets closure;

• Work with the team on improving your skills and have a development plan implemented;

• Build a robust relationship with your team
  members.

What you will need to succeed in this role

• Proven knowledge of customer service, service-oriented mindset, preferably in B2B and worldwide exposure;

• Work ethic that demonstrates dedication to customers, the company mission and the team;

• Excellent written and verbal communication skills and interpersonal skills;

• Ability to communicate effectively and clearly technical solutions and recommendations to customers;

• Desire to work in a culture of excellence;

• Stellar organisation and problem-solving skills;

• Orientation to detail and rigour;

• Experience working in busy environments;

• Experience in SaaS, tech start-up, HealthTech or in second-line capacity is a plus but not mandatory;

• Proficiency in French language is a plus, but not mandatory.

If you are passionate about delivering exceptional
customer service and eager to contribute to shape a better world, we would love to hear from you even if you do not tick all the boxes!

What you’ll get in return

• The great feeling coming with knowing you do something that matters: shaping the future of healthcare!

• £30-32k package (based on your experience and the value you can bring)

• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!

• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest.

• Company Equity -
  We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!

• Comprehensive health & wellbeing support – including private health insurance, and mental health support and free therapy sessions through Oliva.

• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.

• Get the tech you need -
  You will get the latest MacBook and take your pick across a wide range of
  equipment to set up your home office ergonomically.

• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.

• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!

• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.