Support Associate, Semble
£30-32k
+ Company equity (Semble share options)
More information about location
Cloud-based medical & administration system
Be an early applicant
Cloud-based medical & administration system
101-200 employees
Be an early applicant
£30-32k
+ Company equity (Semble share options)
More information about location
101-200 employees
Company mission
To amplify the impact of healthcare professionals.
Role
Who you are
- We are looking for someone who is excited to learn every detail about Semble inside-out and who will then take that knowledge to solve challenges for our customers as they arise
- Proven knowledge of customer service, service-oriented mindset, preferably in B2B and worldwide exposure
- Work ethic that demonstrates dedication to customers, the company mission and the team
- Excellent written and verbal communication skills and interpersonal skills
- Ability to communicate effectively and clearly technical solutions and recommendations to customers
- Desire to work in a culture of excellence
- Stellar organisation and problem-solving skills
- Orientation to detail and rigour
- Experience working in busy environments
- Experience in SaaS, tech start-up, HealthTech or in second-line capacity is a plus but not mandatory
- Proficiency in French language is a plus, but not mandatory
What the job involves
- We are looking for a motivated and empathetic Support Associate to join our first-class frontline team. In this role, you will be reporting to our Head of Support and working in close collaboration with our Sales, Account Management and Software Development teams
- Manage a variety of requests from customers and communicate through various technologies, emails, live chat and video call. These requests range from queries to complex incidents
- Provide outstanding customer service to our customers, ensuring that they feel happy and satisfied
- Maintain a high degree of product expertise as the product evolves
- Diagnose and resolve
- First line queries, escalate second and third line when appropriate
- Navigate logs files and technical documentation to diagnose and troubleshoot issues
- Identify patterns and trends to proactively address issues
- Conduct customer training and support sessions
- Test and QA documentation for solutions delivered by the development team, analyse test output and produce test reports
- Within your first 3 months, you will
- Know the product and our customers through and through
- Achieve a consistent and satisfactory daily target for closing tickets
- Achieve high customer satisfaction scores on tickets closure
- Work with the team on improving your skills and have a development plan implemented
- Build a robust relationship with your team Members
Salary benchmarks
Our take
In healthcare, overloaded systems riddled with room for error are in dire need of an overhaul. Semble (previously Heydoc) is one of the startups stepping in to try and fix the problem. Its integrated clinical system aims to help practices manage patient data and streamline their administration and operations.
Semble is not the only option in the market, but its focus on private hospitals and clinics may well work to its advantage - as many of its competitors primarily target the NHS. The company's cloud-based system aligns the company with the broader trend towards cloud-based operations, another good sign for its future growth.
A well-funded business, Semble has been able to remain at the forefront of innovation through adding automation and most lately AI to its system. A considerable influx of investment in 2024 will help to consolidate its market position in the UK as well as support the expansion of its newer presence in France.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2024
$15m
SERIES B
Sep 2021
$8.3m
SERIES A
Total funding: $27.5m
Company benefits
- The great feeling coming with knowing you do something that matters: improving healthcare!
- Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
- 36 days holiday a year (including BH), that we will expect you to actually take so you can recharge and rest
- Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically
- Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field
- Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
- The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).
- Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!
- Comprehensive health & wellbeing support – including private health insurance, and mental health support and free therapy sessions through Oliva.
- Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office
Company values
- Impact - we do work that matters
- Collaboration - we are in it together
- Human touch - we deeply care
Company HQ
WeWork the Monument, 51 Eastcheap, London EC3M 1DT
Articles
Leadership
Christoph Lippuner
(Co-Founder & CEO)Previously Executive Director at J. P. Morgan, before Co-founding and serving as CEO at Orogo.
Mikael Landau
(Co-Founder & CTO)Previously Executive Director at Goldman Sachs, before moving on to Co-found Orogo.
Diversity, Equity & Inclusion at Semble
Yssine Matola (VP of People)
- With 46% women & 54% men, Semble is well-balanced in terms of gender diversity. Women are 1/3 of our Executive team.
- We're about 100 people across Europe, with over 20 different nationalities in the team.
- Our flexible & hybrid ways of working make it easy for anyone with kids, caring responsibilities or furbabies to manage their schedule easily - people decide how much or how little they go to the office.
- Our lovely dog-friendly office in Monument is fully accessible and just a short walk from the tube station.
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