Technical Customer Support Associate

Description:

Technical Customer Support Associate

Working Hours

This role is built around supporting our clients across the UK and US, so our core hours reflect that. Your typical working pattern will be 1pm–9pm, allowing you to provide afternoon and evening cover across both time zones. On a rotating basis you will occasionally be asked to work a late shift (5pm–1am) or a standard day shift (9am–5pm). We'll always give you good notice for shift variations.

The Who, What, Where, When & Why

Do you love working in customer support? Have you built up solid experience handling complex queries, working with technical products, and making clients feel genuinely looked after? Are you the kind of person who, when the queue goes quiet, starts thinking about how to make things better rather than waiting for the next ticket?

We’re looking for a Customer Support Associate to join our small UK remote team. This isn’t a traditional support role. As we integrate AI to handle routine first-line queries, we want someone who will use that headroom to go deeper - getting hands-on without platform, contributing to QA, and taking real ownership of keeping our knowledge base sharp and our processes tight as our product evolves quickly.

You’ll be working with UK and US clients including NHS Trusts, universities and nursing colleges who rely on OMS to train healthcare current and future professionals. What we do matters. You can help us help doctors, nurses and students to feel more confident and competent at delivering patient care.

Because of you, our clients will get fast, accurate, high-quality support - from both you and the AI tools you help train and maintain.

Who you are

• You are proactive and not easily phased by complexity, uncertainty or the fast pace of a scale-up environment - in fact you actively enjoy this

• You have 1–2 years’ experience in a technical customer support role, ideally within a SaaS company

• You are a great communicator: clear, warm and precise, whether you’re writing a help article, handling a tricky client email, or flagging a bug to the product team

• You are genuinely excited about AI and technology - you want to understand how things work, you’re not threatened by AI doing the simpler stuff, and you see it as a tool that frees you up to do the more interesting work

• You are curious about product: you notice when something doesn’t work right, you can describe it clearly, and you’re interested in why

• You are organised and self-directed - you manage your own time and you don’t need to be chased

• You take care and pride in what you produce, whether that’s a support response, a knowledge base article, or a QA note

• You are a team player - you may have a job title but you’re always willing to roll up your sleeves and help wherever help is needed

• You like learning new things and aren’t afraid to fail at first