Carebit Health Limited
Customer Support Specialist at Carebit About Carebit Carebit is a dynamic company revolutionising the digital landscape for private healthcare professionals in the UK. We specialise in developing beautiful and intuitive medical software that streamlines complex tasks, enhances the efficiency of private medical practices, and provides a great patient experience. Our customers include cancer experts, consultants, surgeons, advanced nurse practitioners, physiotherapists, secretaries, and other medical staff who love using our platform daily to help them excel professionally. Originally built as an internal tool by Dominic, a Software Developer (who still runs Carebit) and the son of a surgeon, the company has experienced strong growth through word-of-mouth referrals and dedication to helping customers succeed in private practice. We have grown the customer base tenfold since March 2022 - a testament to the quality of our product - and continue to grow with an exciting product roadmap into 2025. From the beginning, we have grown through our excellent customer support. No matter how big or small the query, our team is hands-on in working with customers to deliver prompt support, implement processes and deliver innovative solutions. As a result, we are further investing in our support team by bringing in another Customer Support Specialist to support our growing base of customers, assist with technical troubleshooting, provide training, and contribute further to the quality and depth of our service. Role Overview As a Customer Support Specialist at Carebit, your primary responsibility will be to ensure customers receive prompt and comprehensive responses while going the extra mile with every interaction. Communicating with our customers is an opportunity to improve the partnership and working relationship. We take great pride in maintaining a two-hour SLA on support tickets with a first-response resolution rate goal of 75%, ensuring our customers receive replies efficiently and effectively. We are looking for proactive and organised applicants who demonstrate strong technical aptitude and effective communication skills. Ideal candidates would approach support tickets with a structured and analytical mindset, ensuring thorough investigation, testing, and clear responses. We value individuals who can break down enquiries into individual questions, use available resources efficiently and document their thought processes and findings. Your ability to identify support trends and areas of improvement in our support documentation and internal knowledge base, test scenarios, and collaborate with colleagues to ask questions, resolve issues and share findings is crucial. This role requires a commitment to continuous improvement and exceptional customer service. If you thrive on autonomy, are passionate about healthcare technology, and excel in a dynamic, growing team, please apply with a cover letter detailing why you are a good fit for this exciting opportunity. This remote position is ideal for individuals passionate about contributing to a cutting-edge healthcare technology company. We have an office in Fulham if you want to work with the team; however, this is not mandatory. Key Responsibilities Responding efficiently and comprehensively to customer tickets via email (we use Enchant). Troubleshooting systematically to find practical solutions to a wide range of technical questions. Identifying customer needs, recommending appropriate solutions, and guiding Carebit users through features and system functionalities. Updating our internal databases and assisting with writing content (such as user guides, video tutorials, etc.); we are big fans of Notion! Answering the support line telephone calls and making calls when necessary. Collaborating closely with the wider team to communicate support trends and frequently asked questions. Qualifications & Requirements A minimum of two years experience in a Customer Support or Technical Support role. The ability to plan and prioritise to meet SLA turnaround times. A keen interest in technology. Exceptional writing and communication skills. Strong attention to detail and a commitment to quality; excellence and proactivity are expected. Ability to work independently. Nice to Have Prior experience in healthcare technology or a related industry is a plus. Technical ability (HTML, CSS, JS, JSON data structures). Benefits Competitive salary in the range of £32k - 34k based on experience, plus a discretionary annual bonus. 25 days of paid holiday plus bank holidays. Everything you need to work effectively - a laptop/MacBook is a given, but if you need a second monitor, a desk or anything else, then we will arrange that for you. Fully remote position within 4 hours of UTC (if you are London-based, we have office space in Fulham and enjoy working together periodically). If you would like to be part of this team, we look forward to hearing from you - please apply now by sending your CV and a Cover Letter.
Customer Support Specialist at Carebit About Carebit Carebit is a dynamic company revolutionising the digital landscape for private healthcare professionals in the UK. We specialise in developing beautiful and intuitive medical software that streamlines complex tasks, enhances the efficiency of private medical practices, and provides a great patient experience. Our customers include cancer experts, consultants, surgeons, advanced nurse practitioners, physiotherapists, secretaries, and other medical staff who love using our platform daily to help them excel professionally. Originally built as an internal tool by Dominic, a Software Developer (who still runs Carebit) and the son of a surgeon, the company has experienced strong growth through word-of-mouth referrals and dedication to helping customers succeed in private practice. We have grown the customer base tenfold since March 2022 - a testament to the quality of our product - and continue to grow with an exciting product roadmap into 2025. From the beginning, we have grown through our excellent customer support. No matter how big or small the query, our team is hands-on in working with customers to deliver prompt support, implement processes and deliver innovative solutions. As a result, we are further investing in our support team by bringing in another Customer Support Specialist to support our growing base of customers, assist with technical troubleshooting, provide training, and contribute further to the quality and depth of our service. Role Overview As a Customer Support Specialist at Carebit, your primary responsibility will be to ensure customers receive prompt and comprehensive responses while going the extra mile with every interaction. Communicating with our customers is an opportunity to improve the partnership and working relationship. We take great pride in maintaining a two-hour SLA on support tickets with a first-response resolution rate goal of 75%, ensuring our customers receive replies efficiently and effectively. We are looking for proactive and organised applicants who demonstrate strong technical aptitude and effective communication skills. Ideal candidates would approach support tickets with a structured and analytical mindset, ensuring thorough investigation, testing, and clear responses. We value individuals who can break down enquiries into individual questions, use available resources efficiently and document their thought processes and findings. Your ability to identify support trends and areas of improvement in our support documentation and internal knowledge base, test scenarios, and collaborate with colleagues to ask questions, resolve issues and share findings is crucial. This role requires a commitment to continuous improvement and exceptional customer service. If you thrive on autonomy, are passionate about healthcare technology, and excel in a dynamic, growing team, please apply with a cover letter detailing why you are a good fit for this exciting opportunity. This remote position is ideal for individuals passionate about contributing to a cutting-edge healthcare technology company. We have an office in Fulham if you want to work with the team; however, this is not mandatory. Key Responsibilities Responding efficiently and comprehensively to customer tickets via email (we use Enchant). Troubleshooting systematically to find practical solutions to a wide range of technical questions. Identifying customer needs, recommending appropriate solutions, and guiding Carebit users through features and system functionalities. Updating our internal databases and assisting with writing content (such as user guides, video tutorials, etc.); we are big fans of Notion! Answering the support line telephone calls and making calls when necessary. Collaborating closely with the wider team to communicate support trends and frequently asked questions. Qualifications & Requirements A minimum of two years experience in a Customer Support or Technical Support role. The ability to plan and prioritise to meet SLA turnaround times. A keen interest in technology. Exceptional writing and communication skills. Strong attention to detail and a commitment to quality; excellence and proactivity are expected. Ability to work independently. Nice to Have Prior experience in healthcare technology or a related industry is a plus. Technical ability (HTML, CSS, JS, JSON data structures). Benefits Competitive salary in the range of £32k - 34k based on experience, plus a discretionary annual bonus. 25 days of paid holiday plus bank holidays. Everything you need to work effectively - a laptop/MacBook is a given, but if you need a second monitor, a desk or anything else, then we will arrange that for you. Fully remote position within 4 hours of UTC (if you are London-based, we have office space in Fulham and enjoy working together periodically). If you would like to be part of this team, we look forward to hearing from you - please apply now by sending your CV and a Cover Letter.
