We are looking for a proactive and solution-oriented Customer Experience Associate to join our team at Practi. In this role, you’ll be the first member of the customer support team, supporting dental practices and their patients in a unique space where fintech meets healthtech.
This role is a unique opportunity to join a fast-growing, well-funded, and highly-collaborative startup. Your insights will directly contribute to improving our product, processes, and the experience for dentists and patients.
The successful candidate will play a key role in ensuring that everyone has a smooth experience with us. They will work closely with internal teams and external business partners to improve how we support our customers. The role will also involve shaping the future of customer service at Practi. Therefore, it is a great fit for someone who is detail-oriented, thrives on solving problems, can communicate effectively with a wide variety of people, and is eager for opportunities to grow and develop rapidly in customer service.
In this role, you will:
1. Resolve a variety of customer inquiries efficiently for dental practices and their patients, and work closely with our internal teams and business partners to find solutions.
2. Handle customer complaints with professionalism and accuracy, working with our compliance team to ensure we meet regulatory standards.
3. Assist our onboarding team in getting new clients up and running and developing an in-depth understanding of the regulatory and technical requirements.
4. Drive process improvements by identifying areas to streamline and improve our workflows, sharing your insights with the business to shape the customer experience.
5. Collaborate with customer success, product, and engineering teams to keep everyone aligned on customer needs and issues.
Minimum Requirements:
* Must be willing to come into our office in Southwark 3+ days a week.
* Previous experience in a customer service role, preferably in healthcare, finance, or the SaaS space.
* Excellent written and verbal communication, comfortable with explaining complicated topics to business clients and individual patients.
* Tech-savvy and comfortable with customer service tools; experience with Intercom is a plus.
* Proactive, with a strong bias to action and creative problem-solving skills.
* Must be a quick learner ready to adapt and progress quickly.
Salary: 30-37k depending on experience
Benefits include an annual budget for a range of other benefits, including a health cash plan, 4x Life Insurance, and 28 Days Holiday (36 days including Bank Holidays).
Working Pattern: 3+ days a week in the office
Location: London Zone 1 (Southwark)
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