Customer Support Representative

Location: London, United Kingdom; hybrid

Company

hirify.global develops data-driven preventative healthcare combining proprietary non-invasive technology with direct clinical care to provide personalised health insights.

What you will do

• Act as the first point of contact for UK members across email, phone, SMS, and social channels.
• Manage bookings, product enquiries, support tickets, complaints, and service recovery.
• Own cases from first contact through resolution and anticipate members' needs.
• Deliver warm, clear, on-brand communication while meeting CSAT and SLA expectations.
• Identify recurring frustrations and complaint themes and share insights internally to improve the product and member experience.

Requirements

• 2+ years of experience in customer support, hospitality, or another high-touch member-facing service role.
• Fluent English with exceptional written and verbal communication skills.
• Experience supporting customers across phone, email, digital, and social channels.
• Experience managing bookings, troubleshooting issues, and handling complaints professionally.
• Familiarity with Zendesk or similar CRM and support platforms.
• Strong organisation, judgement around tone and privacy, attention to detail, and ability to manage a ticket queue against defined SLAs.

Nice to have

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

Culture & Benefits

• Work in a mission-driven environment focused on making preventative care more accessible.
• Contribute to a member-first service experience where support quality and human communication are prioritised.
• Collaborate across teams to turn member feedback into product and experience improvements.