Customer Support Specialist

DEINE AUFGABEN * Positioning & Messaging: Develop deep buyer personas in close collaboration with Product Managementand Sales, grounding every positioning decision in real customer and market insight. Build audiencespecific product positioning and messaging frameworks for AVILOO’s core offerings – FLASH Test,PREMIUM Test, and AVILOO Battery Warranty – ensuring each message resonates with its intendedaudience, whether that’s a leasing company, a vehicle dealer, or a private EV owner. * Go-To-Market Playbooks: Plan, coordinate, and drive product and feature launches from brief toexecution – aligning timelines, stakeholders, and messaging across marketing, sales, and product.Develop full GTM playbooks for new market entries (UK, Nordics, US, APAC), translating central strategyinto locally relevant launch plans. Work hand-in-hand with Sales to ensure every launch is backed by theenablement, content, and training the team needs to succeed from day one. * Sales Enablement: Create and continuously maintain a high-quality library of sales materials – includingpitch decks, one-pagers, battle cards, and demo guides – tailored to different buyer personas and salesstages. Train the sales team on product updates, new positioning, and competitive developments,ensuring reps always go to market with the most current and compelling story. Provide dedicated supportto international sales teams, adapting and localizing materials to fit specific market contexts andcustomer needs. * Market & Competitive Intelligence: Drive AVILOO’s competitive positioning: build and maintain astructured view of the competitive landscape, develop targeted battle cards, and run regular win/lossanalysis in partnership with Sales. Translate findings into actionable recommendations for product, sales,and leadership. * Voice of the Customer: Build and run a systematic Voice-of-Customer program – gathering feedback fromcustomers, prospects, and sales teams and synthesizing insights that inform both positioning and theproduct roadmap. Ensure the customer’s perspective is always represented in product and marketingdecisions. * Cross-functional Collaboration: Work closely with Corporate Marketing on product-related content(video testimonials, explainers, white papers) and with the Growth team on landing pages, paidcampaigns, and conversion-focused copy. Align with Product Management on roadmap communicationsand internal product updates. * Creative freedom in a company that is set to increase its revenue a hundredfold in the coming years. * A workplace with a true start-up mentality, flat hierarchies, and fast decision-making. * Use of cutting-edge tools and artificial intelligence for optimization. DEIN PROFIL * At least 4–6 years of experience in product marketing, ideally in a B2B SaaS, tech, or automotiveadjacent environment. * A demonstrated ability to develop product positioning and messaging that resonates with bothtechnical and commercial audiences. * Proven experience building GTM playbooks and driving successful product launches into existing andnew markets. * Strong sales enablement skills – you know how to translate product complexity into tools andnarratives that make sales teams more effective. * Hands-on experience with competitive intelligence and market research; you know how to turn datainto decisions. * Comfortable working closely with sales teams and commercial stakeholders, with a genuineunderstanding of what helps reps win. * Excellent written and verbal communication skills; you can write a crisp one-pager and a compellingpitch deck with equal confidence. * Excellent English skills; German or other European languages are a strong advantage. * Experience with multi-market or international GTM strategies is a distinct advantage. * BA/MA degree in marketing, business, communications, or a related field, or equivalent professionalexperience. * Genuine enthusiasm for electric mobility, sustainability, and the future of transportation. * Strong communication and presence, and a solution-oriented mindset. * Interest in exploring new topics. * Passion for using AI – you leverage technology to work faster, more accurately, and more efficiently. * Independent, precise, and pragmatic work style. * Team player who rolls up their sleeves when the situation calls for it. * A desire to work alongside colleagues in an office rather than alone at home WARUM WIR? * A senior product marketing role at the centre of AVILOO’s global growth strategy, with direct influenceon pipeline and revenue. * Ownership of positioning, messaging, and sales enablement across AVILOO’s core product portfolio(FLASH Test, PREMIUM Test, AVILOO Battery Warranty). * A seat at the table for product launches, market entry decisions, and GTM strategy – working closely with Product Management, Sales, and the CMO. * An extraordinary content asset to work with: nearly one million battery tests across 800 vehicle models,ready to become powerful market intelligence. * Flexible working and the freedom to shape the product marketing function according to your vision. * Reliable work-life balance – personally guaranteed by the CEO. * A performance- and team-oriented work environment where success is celebrated together. * The minimum salary for this position is € 3,954 gross/month in accordance with the Austrian IT CollectiveAgreement (full-time, 38.5h/week). Actual compensation is based on qualifications and experience andexceeds the collective agreement minimum.

📍LONDON/ HYBRID £30,000 - £32,000 + SHARES + SHARE OPTIONS + BENEFITS 💬 ACCURX IS WHERE CONVERSATIONS HAPPEN WITH AND ABOUT PATIENTS. For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. We’re changing that by building a single, system-wide platform that connects everyone through communication. What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices. Our platform now powers Total Triage to manage patient demand, and Self-Book, which lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time.   THE CHALLENGES YOU’LL SOLVE AS A CUSTOMER SUPPORT SPECIALIST * Resolving inbound queries: Manage a high volume of live chats and emails via Intercom with clarity, precision, and warmth. You will directly own your individual customer service scores, response times and quality * Technical triage & escalation: Act as a first-line contributor to incident response. You will triage inbound workflows and escalate bugs to our technical team * Project contribution: Support cycle-level initiatives, e.g. testing new AI tools or rolling out process changes, alongside the opportunity to own specific operational areas. * Becoming a subject matter expert: Master our platform inside out. You’ll handle backend operations and leverage AI tools to optimise your workflows. * Knowledge centre maintenance: Update our external Help Centre and internal macro libraries in real-time as you uncover gaps. * Cross-functional collaboration: Use frontline insights for our Product, Customer Success, and Go-To-Market (GTM) teams, running "buddy shifts" to share knowledge across the business. * Championing clinical excellence: Maintaining strict adherence to SLAs and the highest standards for data integrity, privacy, and safety. Rota: To support the NHS, we work on a rota including morning, evening, and weekend shifts (with time off in lieu for weekends). YOUR USER SUPPORT JOURNEY As an early starter, you will be heavily embedded on the frontline, focused on inbound ticketing queues. This is your training ground to learn the product inside out, master our systems, and deliver exceptional quality at volume. As you progress, your role expands into resource management, process optimisation, cross-functional feedback loops, and owning cycle projects, building the expertise to specialise in a product area. YOU SHOULD APPLY IF... * You are a problem solver: You love digging into a challenge, thinking on your feet, and finding creative workarounds.. * You are a strong communicator: You take pride in your written communication, translating complex technical fixes into simple, human language. * You stay composed under pressure: High-volume queues and rapid spikes in incidents energise you. You stay calm, kind, and focused when things move fast * You're motivated to Solve Healthcare Productivity: You're driven by our mission and a desire to do the best work of your life. * You are curious about AI: You want to, or already use, AI tools to speed up your personal workflows, practically apply them, and want to be somewhere you can actively implement your ideas You’ll be successful in this role if you have prior experience in a Customer Service (CS) role, Contact Centre, Helpdesk, or a clinical frontline setting. Having a proven track record of managing ticketing queues, navigating a CRM, and hitting performance SLAs will allow you to hit the ground running.   WHAT’S IN IT FOR ME? You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to fix healthcare communication. * £30,000 - £32,000 salary + £7,500 default share options * Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life * Flexible working: We are an office first culture and ask that you’re in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am - 4pm * Time off: You’ll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year * Family matters: We offer enhanced parental leave, fertility support and parental loss support * We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!