Automation & Systems Specialist - Customer Support

As Systems & Automation Specialist you will join our operations team which enables our teams to work efficiently. In this role, you own customer support processes, develop and maintain automation solutions, and manage the technical infrastructure that supports our service and operations teams. Your goal is to make our teams as impactful as possible by applying technology and your deep understanding of tools, AI solutions and processes.

What you’ll do:

• Own the technical setup and processes of our customer-facing teams

• Work closely with customer support and operations teams to streamline workflows and reduce repetitive tasks.

• Create faster and more consistent customer support through automations e.g. for ticket routing, escalations and responses.

• Deeply integrate AI tools into customer service workflows with chatbots, AI-templating and a general AI-first approach to customer service

• Analyse customer behaviour, identify patterns and improve processes and content with the customer service team

• Provide technical support for customer support tools such as our ticketing software

• Monitor, analyse, and report on the effectiveness of automation initiatives and make data-driven recommendations for improvements.

Requirements

What we’re looking for

• Deep passion for great customer experiences through prior experience working in a customer support or service team.

• Familiarity with customer support software (e.g., Zendesk, Salesforce, Freshdesk) and experience in configuring and managing these platforms.

• Affinity for technology and AI - you can’t survive without ChatGPT and Claude.

• Problem solving skills, attention to details and high degree of structured thinking.

• Ownership within a fast paced environment that allows you to manage multiple projects simultaneously.

You impress us even more if you have:

• Interest in working with low-code tools (Zapier, Retool,...)

• Coding skills in Javascript and Python (maybe even worked with API integrations)

• Knowledge of SQL or general analytics tools.

BENEFITS

• Salary range of £32-38k, depending on experience

• Generous share option scheme

• Private medical insurance

• Free breakfast once per week, free lunch once per week in office

• Gym & Wellness benefit with Wellhub

• Annual company retreat

• Cycle to work scheme

• Electric car scheme

• Healthy snacks & drinks in the office

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

Websites:

https://www.manual.co/

https://www.joinvoy.com/

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.