Technical Customer Support Associate, Oxford Medical Simulation
£26.5-30k
More information about location
VR medical training
Job no longer available
VR medical training
101-200 employees
Job no longer available
£26.5-30k
More information about location
101-200 employees
Company mission
To remove barriers by offering virtual reality training scenarios.
Role
Who you are
- 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?
- 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
What the job involves
- Keeping our clients confident and our support sharp - and helping us build what great support looks like next
- 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
- 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
- Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients
- Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations
- Owning and continuously improving our knowledge base: keeping articles accurate and useful as our product evolves quickly, so that both clients and our AI support bot give top-quality answers
- Identifying, documenting and escalating bugs clearly and consistently, helping the product team understand what’s happening in the field
- Contributing to QA for new features and releases - testing with a support lens, asking what would confuse or block a client
- Building and maintaining internal processes so that support scales well as OMS grows
- Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends
- Occasionally joining client calls or on-site visits alongside the wider customer team
Application process
- As part of our hiring process, we are unable to provide individual feedback on interviews. We appreciate your understanding and interest in OMS
- Contact: Vicki Sargent
Our take
Virtual Reality (VR) has revolutionized our perception of the world, transforming everything from gaming to metaverse boardroom meetings. Oxford Medical Simulation, as the name implies, harnesses VR technology for medical training.
Medical simulation has traditionally relied on hiring actors to portray patients with diverse medical conditions, a costly and time-consuming process that limits the opportunities for medical staff to engage in such training. Oxford Medical Simulation's VR solution provides a scalable and repeatable platform for interactive exercises at a fraction of the traditional cost, greatly enhancing accessibility in medical education. This approach is especially valuable in medical fields like surgery, where traditional methods fall short in simulating real-life scenarios.
The company has firmly established itself in a somewhat niche market and has formed partnerships with various NHS trusts and hospitals throughout the UK. As it moves forward, Oxford Medical Simulation is poised for expansion in its mission to further impact medical education.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2026
$6.6m
LATE VC
Jan 2024
$12.6m
SERIES A
Total funding: $22.1m
Company benefits
- High specification laptop and Oculus headset
- 38 days annual leave (inc. public holidays)
- Private Medical Insurance
- Flexible working environment - we are a remote first company!
- Work place pension
- Enhanced maternity, paternity and adoption leave
- Monthly social events
Company HQ
Back Bay East, Boston, MA
Leadership
Michael Wallace
(Co-Founder & CEO)Alongside Oxford Medical Simulation, Michael is a Director at Oxford Medical Education. Previously they wee a Project Director & Operations Manager at Bit Zesty, as well as a Management Consultant at Disabled Living Foundation and Accenture.
Jack Pottle
(Chief Medical Officer)Jack is also an Innovation Fellow and Clinical Entrepreneur at the NHS and a Director at Oxford Medical Education. Previously they were a Medical Doctor at HCA Healthcare and the NHS.
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