Bilingual Customer Care Representative delivering exceptional service and building relationships with Quench's clients. Proactively manage customer requests, ensuring customer satisfaction and long - term loyalty.
About the role
- Customer Support Manager leading a team at health-tech startup focused on chronic disease prevention. Ensuring consistent service quality and supporting staff in a collaborative environment.
Responsibilities
- 🛠️ What You’ll Be Doing
- Lead and develop the Customer Support team, creating a positive culture where wellbeing and professional growth are championed.
- Maintain clear and effective processes that help the team deliver a consistent, high-quality experience across multiple products and services.
- Work closely with internal teams including Product, Ops, and Tech to resolve service issues and feed customer insights back into the business.
- Use data and customer feedback to identify recurring issues and opportunities to improve the customer experience.
- Drive a culture of continuous improvement by encouraging the team to share ideas and refine how they work.
- Manage day-to-day service delivery and ensure compliance with the requirements of NHS, partner, and B2C contracts.
- Support the rollout of new products, processes, or services, ensuring the team is prepared and equipped to deliver.
- Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints.
- Maintain up-to-date knowledge resources so the team always has the right information to help customers effectively.
Requirements
- ✅ What We’re Looking For
- Proven experience as a Customer Service Manager or Senior Customer Support Team Lead in a fast-paced, multi-product service environment.
- Strong ability to maintain and improve day-to-day service processes, with a focus on quality and consistency.
- A customer-first mindset with a track record of using feedback and reporting to drive improvements in service experience.
- Strong written and verbal communication skills, comfortable engaging with customers and internal stakeholders alike.
- Excellent people leadership skills, with proven ability to coach, inspire, and build high-performing teams.
- Well-organised and able to manage competing priorities effectively across a varied workload.
- Proactive, solution-oriented, and resilient in a fast-moving environment.
- Experience working with NHS or partner contracts (a plus) and comfort handling compliance-driven processes.
- Familiarity with Google Suite; Intercom or similar customer service software a plus.
Benefits
- đź’Ľ What We Offer
- An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
- A competitive salary, alongside share options in a growing and profitable health-tech company
- 25 days holiday plus national holidays
- 2 days/week in our London office (for most core roles)
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- ÂŁ200/year professional development budget, plus extra for role-specific training
- Salary Sacrifice and Cycle to Work schemes
- Quarterly in-person socials and company meet-ups
- A friendly, mission-driven team where your work really matters
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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