Customer Support Associate

In a nutshell

Title: Customer Support Associate

Role: Keeping our clients confident and our support sharp - and helping us build what great support looks like next

Location: Remote, you must reside in the UK (and you must have right to work in the UK);

Days/week: Full Time

Starting Salary: £26,500 – £30,000

Working Hours

This role is built around supporting our clients across the UK and US, so our core hours reflect that. Your typical working pattern will be 1pm–9pm, allowing you to provide afternoon and evening cover across both time zones. On a rotating basis you will occasionally be asked to work a late shift (5pm–1am) or a standard day shift (9am–5pm). We'll always give you good notice for shift variations.

The Who, What, Where, When & Why

Do you love working in customer support? Have you built up solid experience handling complex queries, working with technical products, and making clients feel genuinely looked after? Are you the kind of person who, when the queue goes quiet, starts thinking about how to make things better rather than waiting for the next ticket?

We’re looking for a Customer Support Associate to join our small UK remote team. This isn’t a traditional support role. As we integrate AI to handle routine first-line queries, we want someone who will use that headroom to go deeper - getting hands-on without platform, contributing to QA, and taking real ownership of keeping our knowledge base sharp and our processes tight as our product evolves quickly.

You’ll be working with UK and US clients including NHS Trusts, universities and nursing colleges who rely on OMS to train healthcare current and future professionals. What we do matters. You can help us help doctors, nurses and students to feel more confident and competent at delivering patient care.

Because of you, our clients will get fast, accurate, high-quality support - from both you and the AI tools you help train and maintain.

Because of you, our product team will get clear, consistent bug reports and quality feedback that helps us move faster.

Because of you, the nurses, doctors and healthcare students our clients train will have a better experience - more confident, more competent, and better prepared to care for patients.

Ready to take the next step?

Who you are

• You are proactive and not easily phased by complexity, uncertainty or the fast pace of a scale-up environment - in fact you actively enjoy this

• You are a great communicator: clear, warm and precise, whether you’re writing a help article, handling a tricky client email, or flagging a bug to the product team

• You have 1–2 years’ experience in a customer support role, ideally at a SaaS company

• You are genuinely excited about AI and technology - you want to understand how things work, you’re not threatened by AI doing the simpler stuff, and you see it as a tool that frees you up to do the more interesting work

• You are curious about product: you notice when something doesn’t work right, you can describe it clearly, and you’re interested in why

• You are organised and self-directed - you manage your own time and you don’t need to be chased

• You take care and pride in what you produce, whether that’s a support response, a knowledge base article, or a QA note

• You are a team player - you may have a job title but you’re always willing to roll up your sleeves and help wherever help is needed

• You like learning new things and aren’t afraid to fail at first

What you will be doing

• Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients

• Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations

• Owning and continuously improving our knowledge base: keeping articles accurate and useful as our product evolves quickly, so that both clients and our AI support bot give top-quality answers

• Identifying, documenting and escalating bugs clearly and consistently, helping the product team understand what’s happening in the field

• Contributing to QA for new features and releases - testing with a support lens, asking what would confuse or block a client

• Building and maintaining internal processes so that support scales well as OMS grows

• Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends

• Occasionally joining client calls or on-site visits alongside the wider customer team

About Oxford Medical Simulation

OMS helps health systems, hospitals, medical and nursing schools deliver training and assessment better, cheaper, faster and at scale.

Our award-winning simulation platform is transforming the way healthcare and educational institutions train, assess and recruit healthcare professionals. By combining cutting edge 3D visualisation with artificial intelligence and leading educational theory, OMS delivers all of the benefits of physical simulation whilst delivering significant savings and improving patient care.

Since launching the award-winning OMS Platform in 2018, we've grown fast - partnering with over 150 leading healthcare institutions worldwide. From Oxford University and NYU to Mayo Clinic and the NHS, even the world’s top pediatric hospital use OMS. We’re helping transform healthcare training with immersive, on-demand clinical simulation

Oxford Medical Simulation is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Oxford Medical Simulation is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Who we are

We are Skiers / Boarders, Runners, Rowers, Pilots, Magicians, Weavers, Photographers, Game heroes, Movie Buffs, and every other variety of people. We are hard working. We are passionate about what we do. We care about the work. We care about each other. We care about pushing the envelope and we care about using our working lives to make the world a better place.

We value these behaviours above all:

1. Care & Pride - we take care and pride in everything we do

2. Growth mindset - we push the boundaries so we are adaptive, inventive and always learning

3. One Team - we are in it together, mucking in and supporting each other with humour and humility

Sound like you?

Benefits

• 38 days annual leave (incl. Public holidays)

• Private Medical Insurance

• Flexible work environment - work from home/ remote first

• Pension: 3% company and 5% individual contribution

• £500 one-off office set up allowance

• High specification work laptop and VR headset

• Enhanced maternity, paternity and adoption leave

• Knowing that you are making a real difference!
  

If you have any questions please contact our Senior Talent Acquisition Manager: victoria@oxfordmedicalsimulation.com

As part of our hiring process, we are unable to provide individual feedback on interviews. We appreciate your understanding and interest in OMS.

Please note that we only accept applications submitted through our careers page, which you can access via the Apply button on LinkedIn or directly through our website. We will not be accepting CVs via email or LinkedIn messages.