Customer Support and Insight Associate

12 Oct 2018
10 Nov 2018
Contract Type
Full Time
*In a nutshell*
We’re looking for a proactive, enthusiastic person to join our Insight team and lead our customer support function.

We’re building Thriva to make a real difference in people’s lives. We’re doing something revolutionary, and we don’t have all of the answers (or even all of the questions). This role will be instrumental in helping us work out how to improve Thriva for our customers. You’ll be the voice of the customer internally by responding to and analysing inbound queries, then sharing recommendations with the team.

*About Thriva*
We’re building a personalised healthcare service that will change the way people approach their health.

We want to create a product that millions of people use to understand what’s going on inside their bodies — allowing them to improve their health today and catch any small issues before they become big issues.

We are trying to create a truly personalised product for each customer. That means delivering tailored insights and advice to each person based on their own health goals — whether that's trying to improve their sleep or live for longer. We’re also building a unique data set that will allow us to learn more than ever about people’s health and predict issues before they occur.

*What will you be doing day to day?*
The majority of your time will be spent engaging with our customers to ensure they receive the best possible experience when using Thriva. You'll also be:

* Overseeing the customer support function to ensure high quality is maintained
* Capturing and systematising feedback (good and bad) so that we keep improving our products & service as we grow
* Identifying ways to deliver an even better user experience and implementing them
* Acting as a customer advocate within the company, with plenty of scope to impact the direction of our product and ensure the team understands our customers’ highest priorities
* You will also interact with a variety of other stakeholders including health specialists who use our product (with their clients), doctors who help us to deliver the service and our partner labs who carry out the testing

This is a great opportunity to join one of London’s fastest growing start-ups at the very early stages. As one of the first 20 employees, you’ll be well positioned to grow with the company and dictate the direction of the role.

*You should apply if:*
Previous customer support/success or account management experience is preferred, but not necessary. You should be able to demonstrate an ability or willingness to handle high levels of uncertainty, and prove why you’re bringing something great to our growing team. You’ll have the following traits:

* Huge amounts of initiative. We’re a small team which means there’s an infinite amount to do
* A great communicator who enjoys finding solutions to make others receive the best possible experience
* Ability to recognise and understand a customer’s concern and adjust your tone to fit the situation
* Organised and process-driven, able to develop and manage a regular customer support analysis
* A passion for helping customers and an eagerness to learn new things
* A keen eye for detail
* Keeping a level head under pressure. Being a small team and attempting very big things means moving (uncomfortably) fast sometimes. We’ll need you be the calm face of the company to our customers.

Extra credit for experience with:
* Customer support and analytics tools e.g. intercom, hubspot etc.
* Working in a environment that is regulated e.g. financial services or healthcare
* Experience in a startup or fast-paced environment.

*What is it like to work at Thriva?*
You’ll be working alongside humble people who truly care about what we’re building and how it can help people.

We’re creating something entirely new and we’re aware that we don’t know everything. So we’re constantly trying new things to understand how we can improve people's lives. We set quarterly goals which means you’ll always know what you’re doing tomorrow is going to help grow the company over the next few months.

While we do have teams with different specialities and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems.

Startup life can be tough sometimes, so we like to bring as much fun as we can to the office!

* Very competitive salary (£23,000–£28,000) with twice yearly salary reviews
* Equity options depending on your experience
* 28 days holiday a year (plus bank holidays) for some well deserved time off
* Choose your own equipment and setup
* Flexible working hours if you prefer early starts, late finishes or the odd day working from home
* Monthly team activities including away days to Cognac, escape challenges, terrarium building and pottery workshops
* 2% contribution to your pension
* Annual “treat yourself” budget
* Advanced Thriva tests each month
* A well-equipped central London office (Clerkenwell, EC1V) with plenty of snacks, fresh fruit and a great espresso machine

*Thriva is proud to be an equal opportunities employer.*
We embrace diversity at Thriva. To build a product that is loved by everyone we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or disability.

If interested in the position, please click below to send a cover letter letting us know why you're interested in working at Thriva, as well as your CV.

We understand that applying to for a new job takes a lot of work and we really value your time. Sarah is looking forward to reading your application.

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