Customer Support Specialist Remote (within 4 hours of UTC); Optional in-person time in Fulham (London) Full-Time £32,000 £34,000 per annum + discretionary bonus Overview This is a hands-on, customer-facing role with real impact on user experience and customer satisfaction. You will take ownership of support interactions end-to-end, ensuring customers receive thoughtful, accurate, and timely responses while helping improve internal processes and documentation. You will play a key role in maintaining a high standard of support as the company continues to grow, contributing to both day-to-day troubleshooting and longer-term improvements in how support operates. About the Company Carebit is a fast-growing, design-led health tech company supporting private healthcare professionals across the UK. We help clinical and administrative staff run efficient, modern private practices while delivering a high-quality patient experience. Carbit has grown rapidly through word-of-mouth and a strong focus on customer success. We have expanded our customer base significantly since 2022, having over 2,000 consultants using Carebit to manage their private practice and continue to scale with an ambitious product roadmap. Customer support has been central to that growth. The team takes pride in delivering responsive, high-quality support and building strong relationships with users. As demand increases, we are investing further in the support function to maintain and raise that standard. The Role You will be responsible for delivering high-quality customer support while contributing to the continuous improvement of support processes and resources. This includes: Handling customer support tickets from initial response through to resolution. Troubleshooting technical issues in a structured and methodical way. Maintaining high responsiveness, including working within a two-hour SLA. Contributing to documentation, guides, and internal knowledge bases. Identifying trends and recurring issues to improve the overall support function. Collaborating with the wider team to share insights and improve workflows. This is a proactive, ownership-driven role rather than a purely reactive one. What You ll Be Working On You will support a wide range of users working in private healthcare, helping them navigate the platform and resolve technical or workflow-related issues. Customer queries can vary from simple how-to questions to more complex technical investigations. The goal is not just to resolve issues, but to ensure customers feel supported, informed, and confident using the product. You will also contribute to improving internal documentation, identifying recurring issues, and helping the team continuously refine how support is delivered. In practice, you will: Respond to customer tickets via email using our support platform. Investigate and troubleshoot a wide range of technical and user queries. Break down complex issues into clear, manageable components. Guide users through features and workflows in a clear and supportive way. Answer and make phone calls when required. Create and update help content such as guides and tutorials. Document findings, solutions, and internal processes. Identify support trends and suggest improvements to tools and documentation. Collaborate with colleagues to resolve complex or unclear issues. What We re Looking For Experience and Mindset: At least 2 years experience in a customer support or technical support role. Strong organisational skills with the ability to prioritise effectively. A structured, analytical approach to problem-solving. High attention to detail and commitment to quality. Proactive mindset with a focus on continuous improvement. Comfortable working independently in a remote environment. Technical Skills: Strong written communication skills, with the ability to explain clearly and concisely. Confident troubleshooting technical issues across web-based systems. Comfortable working with tools such as knowledge bases and internal documentation systems. General technical aptitude and curiosity. Nice to Have: Basic knowledge of HTML, CSS, JavaScript, or JSON. Experience in healthcare technology or a related field. How You Work with Others: Clear and professional communication with both customers and colleagues. Able to translate technical issues into simple, user-friendly explanations. Collaborative approach to problem-solving and knowledge sharing. Proactive in documenting processes and improving team resources. Benefits and Location: Competitive salary (£32,000 £34,000) plus discretionary bonus. 25 days holiday plus bank holidays. Fully remote working within 4 hours of UTC. Optional access to office space in Fulham, London. Equipment provided, including laptop and home office setup support. Flexible, supportive, and low-bureaucracy working environment.
Jul 25, 2026
Full time
Customer Support Specialist Remote (within 4 hours of UTC); Optional in-person time in Fulham (London) Full-Time £32,000 £34,000 per annum + discretionary bonus Overview This is a hands-on, customer-facing role with real impact on user experience and customer satisfaction. You will take ownership of support interactions end-to-end, ensuring customers receive thoughtful, accurate, and timely responses while helping improve internal processes and documentation. You will play a key role in maintaining a high standard of support as the company continues to grow, contributing to both day-to-day troubleshooting and longer-term improvements in how support operates. About the Company Carebit is a fast-growing, design-led health tech company supporting private healthcare professionals across the UK. We help clinical and administrative staff run efficient, modern private practices while delivering a high-quality patient experience. Carbit has grown rapidly through word-of-mouth and a strong focus on customer success. We have expanded our customer base significantly since 2022, having over 2,000 consultants using Carebit to manage their private practice and continue to scale with an ambitious product roadmap. Customer support has been central to that growth. The team takes pride in delivering responsive, high-quality support and building strong relationships with users. As demand increases, we are investing further in the support function to maintain and raise that standard. The Role You will be responsible for delivering high-quality customer support while contributing to the continuous improvement of support processes and resources. This includes: Handling customer support tickets from initial response through to resolution. Troubleshooting technical issues in a structured and methodical way. Maintaining high responsiveness, including working within a two-hour SLA. Contributing to documentation, guides, and internal knowledge bases. Identifying trends and recurring issues to improve the overall support function. Collaborating with the wider team to share insights and improve workflows. This is a proactive, ownership-driven role rather than a purely reactive one. What You ll Be Working On You will support a wide range of users working in private healthcare, helping them navigate the platform and resolve technical or workflow-related issues. Customer queries can vary from simple how-to questions to more complex technical investigations. The goal is not just to resolve issues, but to ensure customers feel supported, informed, and confident using the product. You will also contribute to improving internal documentation, identifying recurring issues, and helping the team continuously refine how support is delivered. In practice, you will: Respond to customer tickets via email using our support platform. Investigate and troubleshoot a wide range of technical and user queries. Break down complex issues into clear, manageable components. Guide users through features and workflows in a clear and supportive way. Answer and make phone calls when required. Create and update help content such as guides and tutorials. Document findings, solutions, and internal processes. Identify support trends and suggest improvements to tools and documentation. Collaborate with colleagues to resolve complex or unclear issues. What We re Looking For Experience and Mindset: At least 2 years experience in a customer support or technical support role. Strong organisational skills with the ability to prioritise effectively. A structured, analytical approach to problem-solving. High attention to detail and commitment to quality. Proactive mindset with a focus on continuous improvement. Comfortable working independently in a remote environment. Technical Skills: Strong written communication skills, with the ability to explain clearly and concisely. Confident troubleshooting technical issues across web-based systems. Comfortable working with tools such as knowledge bases and internal documentation systems. General technical aptitude and curiosity. Nice to Have: Basic knowledge of HTML, CSS, JavaScript, or JSON. Experience in healthcare technology or a related field. How You Work with Others: Clear and professional communication with both customers and colleagues. Able to translate technical issues into simple, user-friendly explanations. Collaborative approach to problem-solving and knowledge sharing. Proactive in documenting processes and improving team resources. Benefits and Location: Competitive salary (£32,000 £34,000) plus discretionary bonus. 25 days holiday plus bank holidays. Fully remote working within 4 hours of UTC. Optional access to office space in Fulham, London. Equipment provided, including laptop and home office setup support. Flexible, supportive, and low-bureaucracy working environment.
Head of Customer Support Remote Full Time £60,000 - £70,000 per annum About Carebit Carebit is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through our web platform and mobile app. Medical software has been clunky and built around systems instead of people for too long. We're changing that. Customers have described us as "the Apple of practice management software" because we focus on making everything simple, thoughtful and genuinely useful. Originally built by the Software Developer, son of a surgeon, Carebit has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of our best improvements come directly from customer feedback. We're bootstrapped, profitable and remote-first. We're a small team with high standards where everyone has the opportunity to make a meaningful impact. Customer Support is one of our biggest differentiators. We invest heavily in delivering a premium service, with a target first response time of two hours. We work alongside our customers as partners, helping them get the most from Carebit and continually improve how they run their practice. Every interaction is an opportunity to build confidence and strengthen relationships. AI is becoming a natural part of Carebit. Customers already use Cari, our AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. We see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give our team more time to understand each customer's situation. About the Role You'll ensure every customer receives the same consistently high standard of support, balancing speed with quality, regardless of who responds or how they contact us. Working closely with Product, Engineering, Growth and Operations, you'll oversee the day-to-day operation of Support, drive continuous improvement and ensure customer feedback helps shape the future of Carebit. About You You care about delivering exceptional customer support. You're comfortable taking ownership, making decisions and continually improving how the support function operates. You're IT-savvy. While not necessarily a Developer, you keep up with technology and enjoy exploring new ideas. You may already be experimenting with LLMs or building small prototypes, and you're always thinking about how technology can improve the customer experience. You're equally comfortable discussing operational improvements with senior leadership as reviewing customer conversations with the team. You're confident challenging constructively, using evidence to support your thinking, and setting high standards for yourself and those around you. You'll enjoy this role if you: Communicate clearly and thoughtfully. Solve problems properly rather than applying quick fixes. Naturally look for ways to improve processes, products and customer outcomes. What you will do: Take operational ownership of the Customer Support function. Oversee ticket flow, workload, SLAs, escalations and communication quality. Ensure every customer receives clear, accurate and thoughtful support. Use operational data, customer feedback and support trends to drive continuous improvement. Report on Customer Support performance, metrics and ticket trends, working closely with the C-suite to agree priorities and deliver measurable improvements. Work closely with Product, Growth, Operations and Engineering to improve both the customer experience and the platform. Ensure AI and automation improve efficiency without compromising quality. Continually raise the standard of Customer Support as Carebit grows. What We're Looking For Someone with experience leading a high-quality Customer Support operation, ideally within SaaS. You understand that good support is a balance. You'll likely have experience: Owning the operational delivery of a Customer Support function. Building quality assurance processes and improving communication standards. Managing customer escalations and operational performance. Improving support processes through data, customer feedback and continuous improvement. Working closely with Product and Engineering. Introducing AI into support whilst maintaining a consistently high-quality customer experience. You'll also understand that maintaining high standards means creating an environment where the team can consistently succeed. You look for opportunities to remove operational friction, improve clarity and build processes that help Customer Support Specialists deliver exceptional work every day. We're not looking for someone who simply keeps the support function running. We're looking for someone who continually asks how it can be better, then works with the wider business to make that happen. Nice to Have Experience with: Healthcare technology. AI-assisted support workflows. Regulated industries where quality and accuracy are important. Benefits: Competitive salary depending on experience. Discretionary annual bonus based on performance. Fully remote within two hours of the UK time zone. Optional in-person collaboration in London or South Africa. 25 days holiday per year, plus Bank / Public holidays. MacBook, ergonomic chair, co-working space membership and any tools you need to do your best work.
Jul 21, 2026
Full time
Head of Customer Support Remote Full Time £60,000 - £70,000 per annum About Carebit Carebit is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through our web platform and mobile app. Medical software has been clunky and built around systems instead of people for too long. We're changing that. Customers have described us as "the Apple of practice management software" because we focus on making everything simple, thoughtful and genuinely useful. Originally built by the Software Developer, son of a surgeon, Carebit has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of our best improvements come directly from customer feedback. We're bootstrapped, profitable and remote-first. We're a small team with high standards where everyone has the opportunity to make a meaningful impact. Customer Support is one of our biggest differentiators. We invest heavily in delivering a premium service, with a target first response time of two hours. We work alongside our customers as partners, helping them get the most from Carebit and continually improve how they run their practice. Every interaction is an opportunity to build confidence and strengthen relationships. AI is becoming a natural part of Carebit. Customers already use Cari, our AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. We see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give our team more time to understand each customer's situation. About the Role You'll ensure every customer receives the same consistently high standard of support, balancing speed with quality, regardless of who responds or how they contact us. Working closely with Product, Engineering, Growth and Operations, you'll oversee the day-to-day operation of Support, drive continuous improvement and ensure customer feedback helps shape the future of Carebit. About You You care about delivering exceptional customer support. You're comfortable taking ownership, making decisions and continually improving how the support function operates. You're IT-savvy. While not necessarily a Developer, you keep up with technology and enjoy exploring new ideas. You may already be experimenting with LLMs or building small prototypes, and you're always thinking about how technology can improve the customer experience. You're equally comfortable discussing operational improvements with senior leadership as reviewing customer conversations with the team. You're confident challenging constructively, using evidence to support your thinking, and setting high standards for yourself and those around you. You'll enjoy this role if you: Communicate clearly and thoughtfully. Solve problems properly rather than applying quick fixes. Naturally look for ways to improve processes, products and customer outcomes. What you will do: Take operational ownership of the Customer Support function. Oversee ticket flow, workload, SLAs, escalations and communication quality. Ensure every customer receives clear, accurate and thoughtful support. Use operational data, customer feedback and support trends to drive continuous improvement. Report on Customer Support performance, metrics and ticket trends, working closely with the C-suite to agree priorities and deliver measurable improvements. Work closely with Product, Growth, Operations and Engineering to improve both the customer experience and the platform. Ensure AI and automation improve efficiency without compromising quality. Continually raise the standard of Customer Support as Carebit grows. What We're Looking For Someone with experience leading a high-quality Customer Support operation, ideally within SaaS. You understand that good support is a balance. You'll likely have experience: Owning the operational delivery of a Customer Support function. Building quality assurance processes and improving communication standards. Managing customer escalations and operational performance. Improving support processes through data, customer feedback and continuous improvement. Working closely with Product and Engineering. Introducing AI into support whilst maintaining a consistently high-quality customer experience. You'll also understand that maintaining high standards means creating an environment where the team can consistently succeed. You look for opportunities to remove operational friction, improve clarity and build processes that help Customer Support Specialists deliver exceptional work every day. We're not looking for someone who simply keeps the support function running. We're looking for someone who continually asks how it can be better, then works with the wider business to make that happen. Nice to Have Experience with: Healthcare technology. AI-assisted support workflows. Regulated industries where quality and accuracy are important. Benefits: Competitive salary depending on experience. Discretionary annual bonus based on performance. Fully remote within two hours of the UK time zone. Optional in-person collaboration in London or South Africa. 25 days holiday per year, plus Bank / Public holidays. MacBook, ergonomic chair, co-working space membership and any tools you need to do your best work.
Head of Customer Support Remote Full Time £60,000 £70,000 per annum About Carebit Carebit is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through our web platform and mobile app. Medical software has been clunky and built around systems instead of people for too long. We're changing that. Customers have described us as "the Apple of practice management software" because we focus on making everything simple, thoughtful and genuinely useful. Originally built by the Software Developer, son of a surgeon, Carebit has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of our best improvements come directly from customer feedback. We're bootstrapped, profitable and remote-first. We're a small team with high standards where everyone has the opportunity to make a meaningful impact. Customer Support is one of our biggest differentiators. We invest heavily in delivering a premium service, with a target first response time of two hours. We work alongside our customers as partners, helping them get the most from Carebit and continually improve how they run their practice. Every interaction is an opportunity to build confidence and strengthen relationships. AI is becoming a natural part of Carebit. Customers already use Cari, our AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. We see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give our team more time to understand each customer's situation. About the Role You'll ensure every customer receives the same consistently high standard of support, balancing speed with quality, regardless of who responds or how they contact us. Working closely with Product, Engineering, Growth and Operations, you'll oversee the day-to-day operation of Support, drive continuous improvement and ensure customer feedback helps shape the future of Carebit. About You You care about delivering exceptional customer support. You're comfortable taking ownership, making decisions and continually improving how the support function operates. You're IT-savvy. While not necessarily a Developer, you keep up with technology and enjoy exploring new ideas. You may already be experimenting with LLMs or building small prototypes, and you're always thinking about how technology can improve the customer experience. You're equally comfortable discussing operational improvements with senior leadership as reviewing customer conversations with the team. You're confident challenging constructively, using evidence to support your thinking, and setting high standards for yourself and those around you. You'll enjoy this role if you: Communicate clearly and thoughtfully. Solve problems properly rather than applying quick fixes. Naturally look for ways to improve processes, products and customer outcomes. What you will do: Take operational ownership of the Customer Support function. Oversee ticket flow, workload, SLAs, escalations and communication quality. Ensure every customer receives clear, accurate and thoughtful support. Use operational data, customer feedback and support trends to drive continuous improvement. Report on Customer Support performance, metrics and ticket trends, working closely with the C-suite to agree priorities and deliver measurable improvements. Work closely with Product, Growth, Operations and Engineering to improve both the customer experience and the platform. Ensure AI and automation improve efficiency without compromising quality. Continually raise the standard of Customer Support as Carebit grows. What We're Looking For Someone with experience leading a high-quality Customer Support operation, ideally within SaaS. You understand that good support is a balance. You'll likely have experience: Owning the operational delivery of a Customer Support function. Building quality assurance processes and improving communication standards. Managing customer escalations and operational performance. Improving support processes through data, customer feedback and continuous improvement. Working closely with Product and Engineering. Introducing AI into support whilst maintaining a consistently high-quality customer experience. You'll also understand that maintaining high standards means creating an environment where the team can consistently succeed. You look for opportunities to remove operational friction, improve clarity and build processes that help Customer Support Specialists deliver exceptional work every day. We're not looking for someone who simply keeps the support function running. We're looking for someone who continually asks how it can be better, then works with the wider business to make that happen. Nice to Have Experience with: Healthcare technology. AI-assisted support workflows. Regulated industries where quality and accuracy are important. Benefits: Competitive salary depending on experience. Discretionary annual bonus based on performance. Fully remote within two hours of the UK time zone. Optional in-person collaboration in London or South Africa. 25 days holiday per year, plus Bank / Public holidays. MacBook, ergonomic chair, co-working space membership and any tools you need to do your best work.
Jul 17, 2026
Full time
Head of Customer Support Remote Full Time £60,000 £70,000 per annum About Carebit Carebit is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through our web platform and mobile app. Medical software has been clunky and built around systems instead of people for too long. We're changing that. Customers have described us as "the Apple of practice management software" because we focus on making everything simple, thoughtful and genuinely useful. Originally built by the Software Developer, son of a surgeon, Carebit has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of our best improvements come directly from customer feedback. We're bootstrapped, profitable and remote-first. We're a small team with high standards where everyone has the opportunity to make a meaningful impact. Customer Support is one of our biggest differentiators. We invest heavily in delivering a premium service, with a target first response time of two hours. We work alongside our customers as partners, helping them get the most from Carebit and continually improve how they run their practice. Every interaction is an opportunity to build confidence and strengthen relationships. AI is becoming a natural part of Carebit. Customers already use Cari, our AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. We see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give our team more time to understand each customer's situation. About the Role You'll ensure every customer receives the same consistently high standard of support, balancing speed with quality, regardless of who responds or how they contact us. Working closely with Product, Engineering, Growth and Operations, you'll oversee the day-to-day operation of Support, drive continuous improvement and ensure customer feedback helps shape the future of Carebit. About You You care about delivering exceptional customer support. You're comfortable taking ownership, making decisions and continually improving how the support function operates. You're IT-savvy. While not necessarily a Developer, you keep up with technology and enjoy exploring new ideas. You may already be experimenting with LLMs or building small prototypes, and you're always thinking about how technology can improve the customer experience. You're equally comfortable discussing operational improvements with senior leadership as reviewing customer conversations with the team. You're confident challenging constructively, using evidence to support your thinking, and setting high standards for yourself and those around you. You'll enjoy this role if you: Communicate clearly and thoughtfully. Solve problems properly rather than applying quick fixes. Naturally look for ways to improve processes, products and customer outcomes. What you will do: Take operational ownership of the Customer Support function. Oversee ticket flow, workload, SLAs, escalations and communication quality. Ensure every customer receives clear, accurate and thoughtful support. Use operational data, customer feedback and support trends to drive continuous improvement. Report on Customer Support performance, metrics and ticket trends, working closely with the C-suite to agree priorities and deliver measurable improvements. Work closely with Product, Growth, Operations and Engineering to improve both the customer experience and the platform. Ensure AI and automation improve efficiency without compromising quality. Continually raise the standard of Customer Support as Carebit grows. What We're Looking For Someone with experience leading a high-quality Customer Support operation, ideally within SaaS. You understand that good support is a balance. You'll likely have experience: Owning the operational delivery of a Customer Support function. Building quality assurance processes and improving communication standards. Managing customer escalations and operational performance. Improving support processes through data, customer feedback and continuous improvement. Working closely with Product and Engineering. Introducing AI into support whilst maintaining a consistently high-quality customer experience. You'll also understand that maintaining high standards means creating an environment where the team can consistently succeed. You look for opportunities to remove operational friction, improve clarity and build processes that help Customer Support Specialists deliver exceptional work every day. We're not looking for someone who simply keeps the support function running. We're looking for someone who continually asks how it can be better, then works with the wider business to make that happen. Nice to Have Experience with: Healthcare technology. AI-assisted support workflows. Regulated industries where quality and accuracy are important. Benefits: Competitive salary depending on experience. Discretionary annual bonus based on performance. Fully remote within two hours of the UK time zone. Optional in-person collaboration in London or South Africa. 25 days holiday per year, plus Bank / Public holidays. MacBook, ergonomic chair, co-working space membership and any tools you need to do your best work.
