Role Purpose

Be the first point of contact and a trusted partner to [Employer hidden — sign up to reveal]'s members in the UK. As a Customer Support Representative based in London, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery.

What you'll deliver in the first 6-12 months

• Every member who contacts [Employer hidden — sign up to reveal] feels genuinely looked after — responses are warm, clear, and arrive when they're expected.
• You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice.
• Whether you're replying to a ticket, handling a complaint, or responding to a comment in public on social, the [Employer hidden — sign up to reveal] voice is unmistakable.
• The patterns you notice — recurring frustrations, complaint themes — find their way to the right people internally.

Requirements

• 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
• Fluent in English; exceptional written and verbal communication skills
• Experience supporting customers across multiple channels including phone, email, and digital/social
• Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism
• Familiarity with Zendesk or similar CRM and support platforms
• Strong judgement around tone, timing, and privacy — especially on public-facing social channels
• Highly organised with clear sense of ownership, strong attention to detail
• Calm and confident in escalated or high-visibility situations

Preferred

• Experience in social or public-facing support
• Experience with social moderation tools, telephony, and SMS platforms
• Interest in or experience within health, wellness, or technology-driven consumer products

About titles at [Employer hidden — sign up to reveal]

We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks.

Equal Opportunity & Inclusion Statement

[Employer hidden — sign up to reveal] is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.