Heka
Customer Support Assistant
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About Heka
Employee benefits are broken. They often focus on the wrong things, appeal to only part of a team, or miss the mark entirely. We believe that benefits should add value for everyone, which is why everything we do is designed to make people perform at their best, every day.
We're the only platform focused on individual health, giving employees limitless choice to own their health and wellbeing journeys, whether that's mindfulness, nutrition, movement, a crisis, or a treat. All inside one employee benefit.
Right now, we're in a rapid period of growth. That means more customers, more partners, and more opportunities to shape how we operate.
The Opportunity
We’re looking for a Customer Support Assistant to join our Customer Success team.
You’ll work closely with our Customer Support Manager, handling member queries end to end in Freshdesk, our support inbox. You’ll get to know our partners and products well, including how our gym membership reimbursement scheme works, so members can rely on you for accurate, confident answers. This role suits someone who enjoys problem-solving, communicates warmly and clearly, and takes real pride in getting the details right, since our members trust us to get it right every time.
We’re committed to providing a positive working environment, and in return, we ask that you bring passion, a strong work ethic, and hit the ground running from day one.
What You’ll Be Doing
Customer Support (primary focus)
- Responding to member queries in Freshdesk, covering everything from account and booking issues to partner and product questions
- Handling gym membership queries, cancellations and adjustments, and processing reimbursements and proof of payment under our gym reimbursement scheme
- Getting to know how Heka Bespoke works, including eligibility and access, so you can guide members accurately
- Escalating tickets to the right person when needed, with clear context on what’s already been checked
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General Support
- Supporting member engagement through email reach-outs and usage nudges
- Handling member admin and making sure nothing falls through the cracks
- Collaborating with the Partnerships team to resolve supplier queries and discrepancies
- Pitching in on ad-hoc tasks across the Customer Success team. At Heka, everyone gets stuck in.
Who We’re Looking For
You don't need to have done every part of this role before. Our team will help you settle in. But the following are important:
- Strong organisational and communication skills, you're comfortable juggling multiple customer queries at once and keeping track of where everything stands
- A proactive, can-do attitude, you see a task and own it without waiting to be asked twice
- Genuine care for accuracy and detail, even when the ticket queue is moving fast, since small mix-ups can cause real problems for members and partners
- Warm, clear written and verbal communication for member-facing queries
- A passion for helping people and delivering great customer service, with the enthusiasm for order and efficiency that comes with keeping a busy queue running smoothly
- Curiosity and an enjoyment of digging into customer problems to find the root cause
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Bonus points for:
- Experience in a startup or scale-up where your role evolved well beyond the original job description
- A genuine interest in health, wellbeing, or working for a mission-led company
Working at Heka
Heka is a rapidly growing startup with ambitious targets and a team who pull together to achieve them. We value hard work, a can-do attitude, and creative thinking. But we also prioritise work-life balance - we want to be part of your life, not your whole life.
You’ll be joining a close-knit, experienced team who are great at what they do and genuinely love working here. There’s a lot to learn, a lot to get involved in, and a real opportunity to grow quickly alongside the business.
Key benefits
We prioritise employee wellbeing and offer benefits that truly make a difference:
- Remote and flexible working
- £1,800 annual wellbeing budget
- Virtual GP, EAP, physiotherapy, free mortgage support, free nutrition guidance, and 20+ types of wellbeing 1-1 sessions
- 25 days annual leave, plus bank holidays and your birthday off
- Additional day off for each year of service
- Financial wellbeing support with salary sacrifice pension
- Early finish on Fridays and Wellbeing Wednesdays
- Generous Maternity and Paternity pay
Commitment to Diversity
We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
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