Customer Support Agent

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  "source_hash": "711529e2aecaf853dcf5c17b1ec2f326b3ff13193c98d8c1075b397557cd65d6",
  "last_changed_at": "2026-05-30T05:53:22.078Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Exeter, Devon, EX2 8HJ, United Kingdom",
    "city": "Exeter",
    "region": "Devon",
    "country": null,
    "is_remote": true,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:07:51.349Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Exeter, Devon, EX2 8HJ, United Kingdom",
      "city": "Exeter",
      "region": "Devon",
      "country": null,
      "is_remote": true,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "71",
    "isRemote": null,
    "location": {
      "city": "Exeter",
      "state": "Devon"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "19232",
    "locationType": "2",
    "jobOpeningName": "Customer Support Agent",
    "departmentLabel": "Customer Support",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Exeter",
      "state": "Devon",
      "postalCode": "EX2 8HJ",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2025-03-19",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">The Customer Support Agent is key in helping the business to develop the support we give to our clients.  The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.</span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Our Customer Support Advisors play a crucial role and you will be at the forefront of delivering exceptional service and support to our customers.  </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">You will be part of the Customer Support team who are passionate about what they do in enhancing the overall customer experience.</span></p>\n<p> </p>\n<p> </p>\n<p><span style=\"color: #1e4e79; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Key Duties and Responsibilities:</span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">The Customer Support Advisor is responsible for meeting service standards, achieving targets and maintaining customer satisfaction.  Whilst fulfilling this role you will continue to provide an efficient customer service function, whilst looking to continually improve on the positive experience for both customers and team members. </span></p>\n<p> </p>\n<p><span style=\"color: #202124; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Excellent communication skills are needed to fulfil the responsibilities of the role, where you will:</span></p>\n<ul>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Customer Experience:</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> <span> </span>Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.  We pride ourselves in providing world-beating service to our customers. </span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Process Improvement:</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> <span> </span>Follow processes and use documentation including the company knowledge base.  Contribute to the development and refinement of our support processes based on customer feedback for ongoing improvement. </span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Service Excellence:</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> <span> </span>Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.</span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Documentation &amp; Training:</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> <span> </span>Maintain and enhance the Company knowledge base and participate in the training of new team members when needed. </span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Stakeholder Collaboration:</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> <span> </span>Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.  This will require occasional travel to London.</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">In Addition:  </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer.</span> </li>\n</ul>\n<p> </p>\n<p><span style=\"color: #1e4e79; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Your Profile</span><span style=\"color: #1e4e79; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">You are a highly versatile, energetic individual who is detail and task orientated.<span>  </span>You should have an entrepreneurial spirit, be practical with a positive can-do mentality.<span>  </span>Ideally you will have Customer Support experience in the Med-Tech or software solutions industry as well as:</span></p>\n<p><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span></p>\n<ul>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Approachable:</span><span>  A</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">n active team player, friendly, positive and approachable, fostering an open and collaborative team culture. </span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Attitude:  </span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">A proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction. </span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Communication Skills:</span><span>  Y</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">ou ensure that the Company is presented correctly and have exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Detail-Oriented:</span><span>  </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.</span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">IT Skills:</span><span>  </span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Proficiency in CRM databases, especially Salesforce, is highly desirable.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Proactive:</span><span>  </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">A forward-thinking attitude with the ability to anticipate problems, take initiative to resolve them before they escalate and able to work on initiative.</span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Qualifications:  E</span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">ducated to A-Level or equivalent qualification.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Resilience:</span><span>  </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">The ability to stay calm and focused under pressure, managing stressful situations with composure.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Working Style:</span><span>  </span><span style=\"font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">You work equally well when working both independently and as part of a team and can juggle multiple deadlines and manage competing priorities.</span></li>\n</ul>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Our working hours are <a rel=\"noopener noreferrer\">37.5 hours</a> per week Monday to Friday, however there is occasional weekend coverage so you will sometimes need to be able to work at weekends.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">We operate a hybrid working schedule, typically two to three days a week in the office (following training) so you must be able to reliably commute or plan to relocate to Exeter. </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">The role will facilitate the customer service offering to customers using TympaHealth systems in all countries. <span> </span>As the Company grows there will be opportunities for development to meet the changing needs of the business. </span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p> </p>\n<p><span style=\"color: #1e4e79; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">The Company </span></p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span></p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. <span> </span>Currently, there are half a billion people in the world with disabling hearing loss. <span> </span>In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. <span> </span>TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"> </span></p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">TympaHealth <a rel=\"noopener noreferrer\">have</a> created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></p>\n<p> </p>\n<p> </p>\n<p><span style=\"color: #1e4e79; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Salary &amp; Benefits </span></p>\n<p> </p>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">A competitive salary and benefits package include:</span></p>\n<p> </p>\n<ul>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">25 days holiday (increasing to 26 after two years) plus Bank Holidays</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Birthday Holiday and Christmas Holiday (three additional days)</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">5% Company &amp; Employee Pension Scheme Contributions</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Life Assurance Scheme (four times salary)</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Hybrid Working two to three days a week in the office based in Exeter EX2 8LB.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">On-site parking.</span><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\"></span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Remote GP and Medical Second Opinion Services</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Mental Health Support</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Physiotherapy (eight sessions per year)</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Life, Money and Wellbeing Support</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">360 Wellbeing Score, Insights and Calendar</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Financial and Legal Support</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">1-2-1 Lifestyle Coaching</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Savings and Discounts</span></li>\n<li><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10.0pt;\">Perkbox</span> </li>\n</ul>\n<p><span style=\"color: black; font-family: 'Proxima Nova Rg'; font-size: 10pt; font-weight: bold;\">There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring company.</span></p>",
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    "jobOpeningName": "Customer Support Agent",
    "departmentLabel": "Customer Support",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://tympahealth.bamboohr.com/careers/71",
    "employmentStatusLabel": "Full-Time"
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}