Customer Support

🔒 Confidential Employer
Posted 19 March 2026
LOCATION
London
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Support Zendesk Intercom Freshdesk Communication Troubleshooting

FULL DESCRIPTION

Customer Support at [Employer hidden — view at passion-project.co.uk] in London. Experience in customer support, helpdesk, or similar role, ideally at a company known for delivering exceptional customer service, preferably a SaaS company. 4-5 days a week in office (Paddington, London).

Customer Experience Team

Salary not provided

Zendesk

Intercom

Freshdesk

Junior and Mid level

London

4-5 days a week in office (Paddington, London)

AI-native Operating System for the vets and pets

Be an early applicant

Salary not provided

Zendesk

Intercom

Freshdesk

Junior and Mid level

London

4-5 days a week in office (Paddington, London)

21-100 employees

HealthcareB2CB2BArtificial IntelligencePetsSaaS

Company mission

We are reinventing animal care

Role

Who you are

  • Experience in a customer support, helpdesk, or similar role, ideally at a company known for delivering exceptional customer service, preferably a SaaS company
  • You hold yourself to a high standard: every interaction is an opportunity to deliver, and you take ownership of each one
  • Clear and direct communicator who can break down software issues into simple, actionable steps
  • A calm, empathetic approach when supporting busy or stressed customers
  • Comfortable working in a fast-paced environment and managing multiple queries at once
  • Highly organised with sharp attention to detail, you track everything and follow through on every query

Desirable

  • Experience with support tooling (e.g. Intercom, Zendesk, Freshdesk, or similar) is a plus

What the job involves

  • This is one of the most fundamental roles at [Employer hidden], and the true beating heart of our organisation. You will own and be responsible for the satisfaction and happiness of [Employer hidden]'s client. Day to day, that can have many shapes, but below you will see a few examples of activities you can expect:
  • Respond to inbound questions, issues, and tickets from veterinary clinics in a timely, empathetic, and professional manner
  • Triage and prioritise incoming requests, ensuring urgent issues are resolved quickly
  • Troubleshoot common product issues and guide clinics through solutions step by step
  • Escalate technical issues to Product or Engineering with clear context and detail
  • Maintain accurate records of all clinic interactions, tickets, and resolutions in internal systems
  • Identify recurring issues and feed insights back to the team to help reduce ticket volume and improve the product
  • Contribute to and maintain help guides, FAQs, and training materials tailored to veterinary teams
  • Support clinics with day-to-day product queries, from basic navigation to feature-specific guidance

Application process

  • 1. Apply for role
  • 2. Virtual interviews
  • 3. In person interviews
  • 4. Interview with CEO

Company

Company benefits

  • 💜 Private Medical Insurance - AXA
  • 📈 Equity for all employees, without exception
  • 💻 Brand New Equipment - MacBook Air M4 hardware
  • 👤 Personal Therapist - Unlimited therapy sessions
  • ☕ Free barista coffee and beer on tap
  • 🏝️ Annual team trip abroad, monthly team socials
  • 💪🏼 Subsidised gym membership
  • 💰Pension contributions
  • 👶 Workplace Nursery Scheme
  • 🦷 Private Dental Scheme
  • 🍽️ Heavily subsided nightly Dinners
Sign up free — access 45,000+ UK sponsor-licensed jobs