Customer Support Associate (Bilingual French & English)

Job description

About Semble Semble is the care orchestration platform for private healthcare. More than 16,000 healthcare professionals across 80+ specialties rely on Semble every day to manage scheduling, electronic health records, billing and patient experience through one connected platform. We're a growing team of 130+ people across the UK and Europe, backed by leading investors and united by three cultural drivers, not values on a wall! Impact: we solve problems that matter. Collaboration: we achieve more together. Human Touch: empathy isn't something we talk about, it's how we work every day. The role Every day, doctors, practice managers and clinic teams depend on Semble to deliver care to their patients. When they need help, our Customer Support team is the difference between frustration and confidence. We're looking for a bilingual French and English Customer Support Associate who loves solving problems, enjoys helping people and is excited to become an expert in our platform. You'll support customers throughout their journey, from helping them get started successfully to resolving complex questions as they grow with us. This isn't simply about answering tickets. It's about building trust, improving customer confidence, sharing insights that shape our product and delivering the kind of support that becomes one of the reasons customers choose to stay with Semble . What you'll do Deliver thoughtful, high-quality support to customers in both French and English across email, phone and other digital channels. Take ownership of customer issues from first contact through to resolution, keeping customers informed every step of the way. Support onboarding activities including account configuration, go-live preparation and customer training where appropriate . Become a trusted product expert, helping customers get maximum value from Semble . Work closely with Product, Engineering and Customer Success to share customer feedback, identify recurring issues and improve the customer experience. Create and continuously improve knowledge articles, guides and self-service resources that empower customers. Use AI-powered support tools to improve productivity while always maintaining Semble's human touch. Monitor support queues, identify urgent or high-impact situations and ensure they receive the right priority. Identify trends, customer pain points and potential churn risks, helping the wider business improve. Maintain accurate records and contribute to a culture of continuous improvement. What success looks like Customers consistently rate your support highly through excellent CSAT. You resolve issues efficiently without compromising quality or empathy. You help customers become confident, successful users of Semble . You actively contribute ideas that improve our product, processes and knowledge base. You embrace new technology and AI to make both customers and colleagues more successful. What we're looking for Fluent spoken and written English and French. Experience supporting customers in a B2B SaaS environment. A genuine passion for delivering exceptional customer experiences. Strong problem-solving skills and the curiosity to understand technical products quickly. The ability to remain calm, organised and empathetic in fast-moving situations. Excellent communication skills with confidence explaining technical concepts simply. Experience with platforms such as Zendesk, HubSpot, Freshdesk, Intercom or similar. Healthcare or another regulated industry is a bonus, but not essential. What you’ll receive in return The great feeling coming with knowing you do something that matters: shaping the future of healthcare! £30-32k package (based on your experience and the value you can bring) 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 off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good ’days) - that we will expect you to actually take so you can recharge and rest. Company Equity - We appreciate and recognise all of our employees ’contributions, so everyone is eligible for Semble share options! Private Health Insurance – covering physical and mental health, as well as dental and optical! 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. Get the tech you need - You will get the latest MacBook (unless you prefer Windows) 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...).