nmible
Customer Support & Ops Associate
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Customer Support & Ops Associate
Role
Nmible are a secure and certified payment processing partner that enable efficient payments to clinical trial participants globally. Our aim is to reduce complexity and risk for Sponsors, CRO’s, research sites and participants through accessible solutions.
The Customer Support & Ops Associate role within our Operations team, provides frontline support to clinical trial participants, research sites and industry clients. The post holder will manage multiple support inboxes, resolve day-to-day queries, and ensure a consistently high-quality experience for our end-users. This role also supports the wider team with a range of administrative tasks including invoicing, equipment coordination, and HR system administration. This role suits a self-motivated, detail-oriented individual who is comfortable working independently and can switch seamlessly between customer-facing support and structured back-office work.
Salary: £28,000 per annum
Key Responsibilities
Customer & Participant Support
- Manage multiple support inboxes, adapting appropriate responses to a varied audience.
- Triage and resolve incoming support requests, tracking all interactions through to resolution.
- Provide app support to clinical trial participants, helping them navigate and use the Nmible platform effectively.
- Handle client support queries, responding professionally and escalating to the relevant internal team.
- Build a consistent, high-quality support experience for participants and clients alike.
- Handle all participant and client data with strict confidentiality, in line with Nmible's data protection policies and applicable regulations.
- Support the rollout and ongoing refinement of an AI-powered support triage tool.
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Administrative Tasks
Invoicing & Finance
- Raise and send invoices to customers in line with agreed billing schedules.
- Liaise with internal stakeholders to ensure invoicing is accurate and timely.
- Support with internal expense claim reimbursement process.
Equipment & Courier Coordination
- Coordinate the dispatch and collection of equipment as required for team members.
- Work with courier partners to book and track collections and deliveries through to completion.
- Maintain accurate records of internal equipment assignments and statuses.
HR Administration
- Support onboarding and offboarding processes, ensuring data is kept up to date.
- Assist with ad hoc HR system queries from team members.
- Support with quarterly staff questionnaires.
Additional responsibilities as required by the Operations Manager.
Skills & Experience
Essential
- Previous experience in a customer facing role.
- Previous experience in an operations or administrative role.
- Strong written & verbal communication skills, able to handle queries clearly and professionally.
- Experience managing multiple inboxes or communication channels simultaneously.
- Ability to follow documented processes and standard operating procedures.
- Understanding of data confidentiality and the importance of handling personal data responsibly.
- Highly organised with excellent attention to detail.
- Comfortable working independently with minimal supervision.
- Proficient with common business tools such as email, spreadsheets, and ticketing systems.
- Reliable and self-motivated.
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Desirable
- Experience supporting app users or working in a consumer-facing digital support role.
- Experience coordinating logistics or courier shipments.
- Experience with invoicing or basic finance administration.
- Experience with clinical trials, healthcare, or regulated environments
- Familiarity with helpdesk/ticketing platforms
- Experience handling personal or sensitive data in a regulated or professional environment
Candidates must be based in the UK and have the right to work in the UK at the time of application. Nmible is unable to offer visa sponsorship for this role.
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