Customer Experience Agent

Thriva is a Series A-backed health tech company empowering people to take control of their health with trusted tools, actionable advice, and strong support. With £10m raised from investors including Target Global and Guinness Asset Management, we’re expanding B2C and B2B offerings and seeking an experienced CX agent to drive satisfaction, retention, and reputation.

• Respond to inbound queries and tickets via email with speed and accuracy, to consistently meet internal and external SLA response times
• Achieve the highest standards of customer care and feedback, with CSAT scores consistently between 90% and 100%
• Maintain consistent availability during 8-hour shifts to ensure reliable coverage and team stability during core office hours

• Monitor and optimise internal and external facing knowledge bases to maintain accurate support documentation in line with product updates
• Facilitate and organise inbound Thriva in-person bookings
• Actively participate in mandatory company alignments, Town Halls, and strategy meetings to ensure the "voice of the customer" reaches Product and Clinical teams
• Liaise directly with reporting doctors, our B2B partners, clinical operations team, laboratories and product teams to share learnings and feedback for continuous improvement
• Identify areas of improvement for internal and customer facing processes and raise them in the appropriate channels
• Champion the customer perspective in any allocated project work, ensuring customer’s needs and experience are prioritised

Projects may be allocated based on resource availability. Your role may include any other duties consistent with your role that we may reasonably ask you to undertake from time to time. We may make reasonable changes to your reporting line or require you to carry out work for the company at any time.

• You’re a clear and confident communicator with the ability to empathetically support users with their queries
• You have proven experience in a service-led environment, with a track record of meeting quality and productivity targets
• You possess a growth mindset and are keen to learn and adopt and streamline processes
• You’re comfortable using CRM tools such as Intercom, Jira and Google Suite
• You thrive in fast-paced environments and take initiative when you see gaps in our documentation or recurring user pain points

• Going above and beyond for our customers by personalising responses and following up on negative reviews
• Being available & present to support the wider team and provide insight on challenging queries

• Being responsive to colleagues around the business
• Consistently meeting all Customer Experience (CX) Service Level Agreements (SLAs)

• Having a go at complex tickets even when you’re unsure & knowing when to ask for help
• Personally and publicly recognising the work and effort of those around you

• Being proactive and involved in every day discussions by searching for improvements in processes for us and our customers
• Sharing out tasks where necessary to lighten the workload for everyone

Thriva mainly works remotely, with in-person office days twice a week and for townhalls, team-building events, customer meetings, or training sessions. We are committed to diversity and inclusive hiring, welcoming applicants from all backgrounds. We value the time and effort you put into your application and look forward to reviewing it.

• Very competitive salary with regular salary reviews
• Equity options
• 28 days holiday a year (plus bank holidays) for some well-deserved time off
• Flexible working arrangements
• Pension contributions of 3%
• Private Health & Dental Insurance
• Annual “treat yourself” budget - from massages to books to days out. Be kind to yourself on us!
• Annual learning and development budget
• £100 Thriva credit every month
• A well-equipped central London office in Old St with plenty of snacks, drinks, and coffee