Via
Customer Support Executive
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Customer Support Executive
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At Via, we're supporting a fast-growing, international marketplace business operating in the health, fitness and wellbeing sector. They're looking for an Operations & Customer Support Associate to join their London-based team and help deliver exceptional service across their member and partner network.
This is a great opportunity for someone early in their operations or customer support career who wants to build experience in a fast-paced, tech-enabled environment with strong progression opportunities across operations, product, and customer experience.
Salary: £27,000–£32,000 + benefits
Location: London (Hybrid, 2–3 days in office)
The Opportunity
You'll be part of a high-performing operations team responsible for delivering excellent customer support across multiple channels while helping improve internal processes and systems. This role blends hands-on customer support with operational problem solving, giving you exposure to product feedback loops, process improvement, and cross-functional collaboration. You'll be working in a modern, fast-paced environment where service quality, responsiveness, and continuous improvement are key priorities.
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What You'll Be Doing
Customer Support & Service Delivery
- Provide high-quality support to users via email, phone and chat
- Resolve account, billing and platform-related queries efficiently and professionally
- Ensure a consistently high standard of customer experience across all interactions
- Use CRM and support tools to manage and track customer requests
Problem Solving & Issue Resolution
- Troubleshoot user issues and escalate where necessary
- Identify patterns in customer queries and suggest improvements
- Maintain accurate records of all interactions and resolutions
- Support continuous improvement of support processes and workflows
Operational Support
- Assist with maintaining internal systems and operational processes
- Contribute to improving knowledge bases and self-service resources
- Support senior team members on operational projects and initiatives
- Help ensure smooth day-to-day running of core customer operations
Cross-Functional Collaboration
- Work closely with product, operations and commercial teams
- Share customer feedback to help improve product and service offerings
- Collaborate across teams to resolve recurring issues and improve user experience
- Contribute to a positive, team-oriented working environment
What They're Looking For
- Around 2+ years' experience in customer service or customer support roles
- Strong written and verbal communication skills
- Ability to manage multiple tasks in a fast-paced environment
- High attention to detail and strong organisational skills
- A proactive, problem-solving mindset with a focus on service quality
- Comfortable working with CRM or ticketing systems (e.g. Zendesk, Intercom)
- Genuine interest in health, fitness, or wellbeing is a plus
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Nice to Have
- Experience working in a SaaS, marketplace or subscription-based business
- Exposure to operational or process improvement work
- Experience working in a hybrid or fast-growing startup environment
Why Apply?
- £27,000–£32,000 base salary with annual reviews
- Hybrid working (2–3 days in central London office near St Paul’s)
- Free access to a nationwide fitness network
- Strong learning and development opportunities
- Collaborative, modern team culture with real input into processes
- Additional benefits including private healthcare, discounts and flexible working options
If you're a customer-focused operations professional looking to build your experience in a fast-moving, tech-enabled environment, this is a strong opportunity to develop your career.
Register your details on Via now to progress your application. Create one profile and be matched to this role and other relevant opportunities, including roles advertised exclusively on Via.
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