SR Customer Support Agent Full-Time | Permanent Contract | Remote | UK / EUROPE

SR Customer Support Agent  Full-Time | Permanent Contract  | Remote | UK / EUROPE

Help Health Professionals Thrive - One Conversation at a Time

At Zanda, we build software that helps health professionals around the world run smooth, efficient practices and deliver better care. But even the best tools need a human touch. That’s where you come in.

We’re looking for a Senior Customer Support Agent - someone who’s equal parts problem-solver, communicator, and strategic partner. You’ll be the trusted escalation point for complex cases, a mentor to peers, and a key contributor to improving our customer experience. Whether you’re tackling advanced troubleshooting, leading onboarding for high-value customers, or identifying opportunities for product and process enhancements, your focus will be on driving customer confidence, satisfaction, and long-term success

This is a full-time, contract, remote role where you’ll work closely with customers, collaborate cross-functionally with Product, Engineering, and other teams, and play a pivotal role in strengthening our global CS function. You’ll bring proven experience in SaaS customer success or technical support, and you’re ready to step into a role with greater ownership, influence, and impact. What You’ll Be Doing

• Customer Support Excellence - Manage customer inquiries across email, live chat, phone, and video, ensuring accuracy, clarity, and a consistent high-quality experience.

• High-Impact Onboarding & Demos - Lead onboarding for high-value or complex accounts, tailoring product walkthroughs and best practices to customer needs.

• Advanced Troubleshooting & Escalations - Take ownership of complex or high-priority cases, diagnosing root causes and collaborating with Product and Engineering to resolve issues efficiently.

• Knowledge & Enablement - Develop and maintain high-quality help docs, workflows, and internal resources that empower both customers and team members.

• Proactive Insights - Identify trends, surface product feedback, and recommend process improvements to enhance customer experience and operational efficiency.

• Team Development - Mentor and coach junior team members, share expertise, and help shape best practices for the global support team.

What You’ll Bring

We’re looking for a smart, kind, curious human with: 

• Experience - Prior experience in SaaS customer success, technical support, or a related client-facing role, with a history of managing complex customer cases end-to-end (bonus if in healthcare or a SaaS startup).

• Customer Leadership Skills - Experience handling escalations, and acting as a trusted point of contact for high-value or challenging accounts.

• People skills - Experience building trust with customers across diverse backgrounds and scenarios. Maintaining calm, professional, and solutions-focused communication in high-stress situations. 

• Communication Skills - Clear, friendly, and adaptable written and verbal English skills, able to tailor your approach for different customer types and situations.

• Problem-Solving Skills - A “figure-it-out” mindset, confident in diagnosing and resolving technical or workflow issues, collaborating with Product and Engineering as needed.

• Technical Confidence - Skilled with SaaS platforms, browsers, email configuration, and remote support tools, with the ability to quickly master new systems. (HubSpot, Google Workspace, Slack, or similar)

• Independent Ownership - Self-directed and proactive in identifying customer needs, spotting patterns, and driving solutions without micromanagement.

• Team Values - Reliable, collaborative, and a positive influence. You mentor others, share knowledge freely, and set a steady example for customers and colleagues.

• Growth Mindset - Open to feedback, curious, and adaptable - embracing change as a chance to improve and innovate.

Nice-to-Haves

• Proven experience mastering new SaaS platforms in a CS capacity. 

• Experience in healthcare / healthtech and/or growth/sales support.

How We Measure Success

• Consistently exceeds KPIs for quality, volume, and customer satisfaction.

• Demonstrates deep product expertise and serves as a trusted point of escalation for complex or high-priority cases.

• Proactively drives improvements in processes, self-service resources, and team efficiency.

• Shows strong ownership and accountability, positively influencing team culture and performance.

• Mentors peers and contributes to the professional growth of the wider CS team.                                                                     

💜 Why You’ll Love Working With Us

✅ Work from Anywhere
We’ve been a fully distributed team from the start - no offices, no commute, just great people from all over the world doing meaningful work together. ✅ Flexibility & Autonomy We care about outcomes, not clock-watching. Outside of agreed core hours that align to your role, your time is yours - whether that’s doing the school run or squeezing in a midday gym class. ✅ Generous Paid Time Off Balance matters. We offer 30 days of paid time off and expect you to take it - because rest fuels great work. ✅ High Trust, Results Driven We strip away red tape so you can focus on impact. No pointless meetings or rigid hierarchies -  just space to move fast, solve problems, and make a difference. ✅ Growth & Innovation You’ll be encouraged to experiment, stretch your skills, and bring YOUR bold ideas to the table. Everyone at Zanda contributes to shaping what’s next. ✅ Inspiring Teammates You’ll work alongside passionate, curious people who support and cheer each other on - even across time zones. Collaboration is how we win. ✅ Meaningful Impact Everything we build helps health professionals spend less time on admin and more time helping patients. Your work will directly improve lives. ✅ Competitive Pay We hire the best people - wherever they are - and we make sure they feel valued and rewarded for the work they do.

💜 About Zanda

Zanda is a fast-growing, globally loved practice management platform that helps health professionals run smooth, efficient practices - and spend more time caring for their patients. We’re used by thousands of clinics across Australia, New Zealand, the UK, the US, and Canada, and we’re just getting started. Our mission is simple: make health practice management easy and enjoyable. To do that, we need brilliant, passionate people who are excited by innovation, love solving complex problems, and thrive in fast-moving environments.

At Zanda, you’ll join a globally distributed team that’s small enough to move fast and think big - and driven enough to deliver work that makes a real impact. We live our values every day:

• Growth: We stretch ourselves, learn constantly, and support each other’s development.

• Reliability: We follow through on our commitments and show up for our team and customers.

• Impact: Everything we build helps health professionals spend less time on admin and more time helping patients.

• Teamwork: We win together - celebrating wins, sharing ideas, and having each other’s backs.

This is an exciting time to join Zanda. We’re self-funded, scaling quickly, and building something that truly changes lives. If you’re ready to grow your career while making a meaningful difference -  we’d love to hear from you. See more information about Careers at Zanda here.

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