About

Customer Success Specialist - Job Description

Role: Customer Success Specialist

Location: Remote, UK Based

Salary: £28,000 - £35,000 (depending on experience)

Working hours: Monday-Friday,8AM-5PM, 40 hours per week

Job type: Permanent

Who are we?

Medicspot is an award-winning startup addressing the global obesity epidemic through our GLP-1 weight loss programmes, including treatments like and .

Obesity is one of the most pressing health issues of our time, causing over 2.8 million deaths annually. The worldwide prevalence of obesity nearly tripled between 1975 and 2016. Today, almost 3⁄4 of adults aged 45-74 in England are overweight or obese.

We’re a passionate, driven, and experienced team looking to solve a very real problem. Our focus is on providing sustainable weight loss solutions to combat obesity and its related health complications. Join us in this mission to create a healthier, happier UK.

What’s the role?

As our Customer Success Specialist, you'll be the friendly face and voice that ensures our patients have an amazing experience with us. You'll handle everything from answering queries to helping potential patients understand how our programmes work.

We're looking for someone who loves helping people, has a knack for clear communication, and can work both independently and as part of a team. We’re also looking for someone with a keen interest in nutrition (extra points if you’re working towards a qualification in this area or if you already have a nutrition related qualification).

Why you should apply…

Job responsibilities include, but are not limited to:

• Handle patient enquiries - Handle pre- and post-registration questions via email and live chat, making sure patients get quick and accurate responses.
• Host prospect calls - Lead video calls to give personalised advice and turn prospects into happy patients.
• Coaching and supporting patients - offering guidance, tips and support for nutrition, as well as support and encouragement to patients on their weight loss journey.
• Update our content - Keep our help articles and website info fresh and accurate, as well as developing our chat workflow and AI answers.
• Gather feedback - Collect and analyse patient feedback to help us get even better.
• Support the team - Jump in to help with broader patient service and operations tasks.
• Go above and beyond - Proactively call patients at the end of their first month to ensure they’re having a great experience.
• Own the experience - Ensure every patient has a smooth and positive journey.

This role might not be for you if…

Medicspot isn’t the place for everyone, and that’s okay. We’re a fast-moving startup with big ambitions and a clear focus on solving the global obesity crisis. If any of the following apply to you, this probably won’t be the right fit:

• You need a clear 5-year career plan. If uncertainty and ambiguity make you uncomfortable, this role isn’t for you. Our path forward isn’t always straight, and opportunities arise in unexpected ways. We need someone who can adapt, pivot, and thrive in the unknown.
• You shy away from tough problems. If you prefer to stay in your comfort zone, or are looking for an easy role where you can coast, this isn't the right place. We’re tackling some of the biggest health challenges out there, and we need people who are excited by hard problems and keen to learn new skills to solve them.
• You don’t like wearing multiple hats. If you want a narrow role with fixed responsibilities, Medicspot isn’t the right opportunity for you. In our team, everyone contributes in various ways beyond their core responsibilities. Flexibility is key, and you’ll be expected to jump in wherever help is needed.

If this sounds like the kind of environment where you’ll thrive, we’d love to hear from you. If not, no hard feelings - we want to ensure Medicspot is the right fit for you and us.

Experience and skills

• 3 years of experience in a customer-facing role, preferably in healthcare.
• An understanding and interest in nutrition, with completion of short courses, working towards a qualification, or already a qualified nutritionist or dietician.
• Excellent verbal and written communication skills.
• Ability to work well both independently and with a team.
• Strong problem-solving skills and attention to detail.
• Comfortable with technology and working in a remote environment (Intercom, Slack, Microsoft Office)
• Familiarity with customer support tools.
• Empathy and patience when helping patients.

What we offer

• 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
• Enhanced company pension scheme
• Life assurance
• Income protection
• Enhanced sick pay
• Enhanced family leave
• Workplace nursery scheme
• Flexible working
• Opportunities to grow and learn professionally

Job Types: Full-time, Permanent

Pay: £28,000.00-£35,000.00 per year

Schedule:

• Monday to Friday

Work Location: Remote