Customer Support & Insight Intern (6 months, Part-time)

London, England, United Kingdom · Insight

Description

In a nutshell

We’re looking for a proactive, fast-paced and enthusiastic person to join our Customer Support and Insight team as an intern. You will work 25 hours a week from our Clerkenwell office.

We’re building Thriva to make a real difference in people’s lives. We’re doing something revolutionary, and we don’t have all of the answers (or even all of the questions). Our customer support agents are instrumental in helping us work out how to improve Thriva for our customers and helping them with their individual internal health tracking journey. As part of the customer support team and insight team, you will be the voice of the customer internally: problem-solving, responding to, categorising and analysing inbound queries whilst also reaching out to customers to hear about their Thriva journey.


About Thriva

We’re building a personalised healthcare service that will change the way people approach their health.

We want to create a product that millions of people use to understand what’s going on inside their bodies — allowing them to improve their health today and catch any small issues before they become big issues.

We are trying to create a truly personalised product for each customer. That means delivering tailored insights and advice to each person based on their own health goals — whether that's trying to improve their sleep or live for longer. We’re also building a unique data set that will allow us to learn more than ever about people’s health and predict issues before they occur.


What will you be doing day to day?

The majority of your time will be spent engaging with our customers via phone call, email and online chat, to ensure they receive the best possible experience when using Thriva and to collect invaluable insight to improve our product.

You will also interact with a variety of other stakeholders including health specialists who use our product (with their clients), doctors who help us to deliver the service and our partner labs who carry out the testing.

At Thriva, we like to encourage growth in the areas that you are interested in, so there will be opportunities to work with other teams on projects that spark your curiosity.

In executing your role, you will:

  • ensure high quality is maintained in all communication with customers
  • respond to all enquiries with both speed and accuracy
  • proactively seek answers to incoming queries using all the resources available to you
  • make the customer feel like you really are doing all you can to help
  • take on board both customer and team feedback (good and bad) so that you can improve and grow in your role
  • systemise incoming information to identify ways to deliver an even better user experience

  • This is a great opportunity to join one of London’s fastest growing start-ups at the very early stages. This role is currently on a fixed term, part-time internship basis, but, if you nail it, there will certainly be opportunities to apply for a fully fledged role at Thriva.


    Requirements

    You should apply if:

    You are have recently graduated or are in your penultimate/final year of university. You’ll have the following traits:

  • Huge amounts of initiative. We’re a small team which means there’s an infinite amount to do and often you will have to proactively seek the answers you require
  • A great communicator who enjoys finding solutions to ensure others receive the best possible experience
  • Ability to recognise and understand a customer’s concern and adjust your tone to fit the situation
  • A keen eye for detail
  • A quick worker who picks things up and can execute tasks at speed
  • An eagerness to learn about the inner workings of a start-up, particularly how a rapidly growing customer support and insight function is handled

  • Extra credit for:

  • Experience with customer support and analytics tools e.g. intercom, hubspot etc.
  • Working in a environment that is regulated e.g. financial services or healthcare

  • What is it like to work at Thriva?

    You’ll be working alongside humble people who truly care about what we’re building and how it can help people.

    We’re creating something entirely new and we’re aware that we don’t know everything. So we’re constantly trying new things to understand how we can improve people's lives. We set quarterly goals which means you’ll always know what you’re doing tomorrow is going to help grow the company over the next few months.

    While we do have teams with different specialities and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems.

    Benefits

  • London Living Wage £10.55 per hour
  • Flexible working hours (we can fit your work hours around your university commitments)
  • Choose your own equipment
  • Occasional team activities e.g. pottery classes, terrarium making, escape rooms
  • A well equipped central London office, with plenty of snacks, fresh fruit and coffee
  • 28 days holiday a year (plus bank holidays), pro-rata
  • 2% contribution to your pension

  • Thriva is proud to be an equal opportunities employer.

    We embrace diversity at Thriva. To build a product that is loved by everyone we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or disability.

    We understand that applying to for a new job takes a lot of work and we really value your time.

    Sarah is looking forward to reading your application.


    Apply for this job