Product Specialist

Location: London

Type: Full time

Working Pattern: Hybrid - 3 days a week onsite (Paddington)

About wawa fertility

17% of adults worldwide need help to have a baby and by 2050, that number will reach nearly 50%. Yet only 2% can access fertility treatment today. That’s not a gap; it’s a canyon. And we’re building the bridge.

At wawa fertility, we’re on a mission to make fertility care accessible to 100% of those who need it transforming success rates and accessibility worldwide. Our end-to-end platform digitises the entire fertility journey, enabling clinics to swap spreadsheets for seamless workflows and spend less time on admin, more time on life-changing care.

We’re not tiptoeing around an industry plagued by stale incumbents and outdated tech. We’re sprinting through it. With proven product-market fit, our platform is live in 14+ countries and scaling fast. Clinics trust us. Patients rely on us. And the impact we’re making is real.

We’re building the operating system for the future of fertility care. And we’d love you to help us deliver it.

The Mission

We're looking for a Customer Support Specialist to join our growing London-based team.

You'll be the first point of contact for our customers, delivering fast, thoughtful, and high-quality support through chat and email. Beyond resolving issues, you'll play an important role in improving the customer experience by identifying recurring challenges, enhancing support processes, and helping customers get maximum value from our platform.

This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and sees support as more than just answering tickets.

What You'll Do

• Manage inbound customer conversations via Intercom chat and email

• Troubleshoot product issues, configuration questions, and user errors efficiently and accurately

• Resolve first-line support requests and escalate complex issues with clear, actionable context

• Maintain high standards for response times, resolution quality, and customer satisfaction

• Contribute to internal and external knowledge bases to improve self-service support

• Identify recurring customer issues and recommend improvements to workflows, tooling, or product functionality

• Leverage AI and automation capabilities within Intercom to improve support quality, consistency, and resolution times

• Support customer enablement through help content, in-product guidance, and proactive outreach initiatives

• Collaborate closely with Product, Engineering, and Customer Success teams to ensure customer issues are effectively resolved and communicated

• Act as a key feedback channel between customers and internal teams, helping drive continuous product improvement

What You'll Bring

Essential

• 2+ years' experience in a SaaS customer support role

• Hands-on experience supporting customers through chat-based channels, ideally using Intercom

• Ability to manage multiple customer conversations simultaneously while maintaining a high standard of service

• Excellent written communication skills, with the ability to explain technical concepts clearly and professionally

• Strong troubleshooting and problem-solving capabilities

• A customer-first mindset with strong ownership and attention to detail

• Confidence working independently and making sound decisions when resolving customer issues

Nice to Have

• Experience supporting B2B SaaS products

• Exposure to healthcare, health-tech, or other regulated industries

• Experience working with ticketing systems, SLAs, and escalation processes

• Familiarity with tools such as Intercom and Linea

• Interest in leveraging AI, automation, and process improvement to scale support operations

• Experience creating help centre content, knowledge base articles, or customer education materials

What We Offer

Mission-Driven Work

Help solve the global fertility crisis. Every feature you ship helps make care more accessible for families worldwide.

Generous Rewards

Share in the company’s success. Your contributions are reflected in meaningful equity and real upside.

Ownership & Impact

No red tape and no waiting for permission. You’ll define, build, and ship — with direct impact on the product and the mission.

Growth & Learning

Develop professionally while shaping the future of healthcare technology. Wear many hats and level up fast.

Early Team Magic

Join the founding crew. Help set the standards, culture, and direction of the company for years to come.

Hybrid & Flexible

3 days a week at our Paddington office, with flexibility built in. We trust you to do great work wherever you are.

Why wawa?

Because we’ve already found strong product-market fit. Because clinics in 14+ countries rely on us every day. Because our platform handles everything from embryology records to patient payments and we’re just getting started.

Because we’re a small team doing enormous things. Because you’ll never wonder whether your work matters here. And because helping millions of families start is the kind of purpose that makes Monday mornings feel different.

Big challenges. Bigger impact. The best colleagues you’ll ever work with.

Ready to help build families?

We’d love to hear from you. Apply now and let’s make fertility care better, together.

Send your CV and a short intro to:

[email protected]

Equal Opportunity Statement

wawa fertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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