Customer Support AssociateHertility Health

Hertility is a women’s health company built by women, for women. We’re shaping the future of reproductive healthcare by pioneering unique diagnostic testing that provides data-driven and advanced insights into reproductive health, fertility decline and the onset of menopause. We provide expert advice, education and access to care - all from the comfort of your home.

31% of women will suffer from a reproductive health issue at some point and through our research, we aim to reduce the time to diagnosis through advanced at-home testing and specialist gynaecological care. We tailor pathways to the individual's reproductive goals, whether it be to explore their ovarian health and fertility options or overall hormonal health, such as confirming a PCOS diagnosis. Currently, we can screen for 18 of the most common gynae pathologies which may lead to reduced fertility and signpost gynae cancers.

Ultimately, our aim is to change attitudes around reproductive health, both for individuals and in the workplace, and to encourage women to be proactive by tracking their reproductive health. We’re calling this the Reproductive Revolution!

The role

Customer support is an imperative part of Hertility Health as the first interaction customers will have with the brand and we pride ourselves on offering outstanding support to our customers.

This is a unique opportunity to join a small, but rapidly expanding team. The role will involve first line support to our new and existing customers and undertaking delegated tasks from our Customer Experience Manager, who you report directly to. The team work on a rota basis, with the shift patterns being 7am-3pm, 10am-6pm or 11am-7pm with a Saturday morning shift every 3 weeks (8am-11am).

You will interact with our customers via email, live chat, phone calls and social media in response to incoming queries. Communications will range from answering commonly asked questions to bespoke answers based on customers’ situations.

You will also need to respond to customer complaints and escalate issues when necessary. Key responsibilities will include, but not be limited to:

• Ensuring customers are dealt with in a friendly and professional manner, ensuring accuracy is always maintained.
• Responding to customer complaints and escalating issues when necessary.
• Responding to inbound inquiries and troubleshooting technical issues raised through Intercom, Zendesk, social media and via the telephone.
• Developing and maintaining positive relationships with clients while championing Hertility Health’s passion for customer care.
• Identifying themes or recurrences in customer issues and escalate upward while making suggestions to proactively improve the platform.
• Presenting client issues and requests to the wider company.
• Maintaining our existing support collateral and taking initiative to create new systems, processes and engaging content to give our users the autonomy to resolve issues, reducing reactive activity within the team and improving user engagement.
• Communicating recommendations to senior management in a clear and concise manner; and
• Working cross functionally with Product, Marketing, Strategy, Research, Sales and Operations teams to meet customer support objectives.