Customer Support Specialist

🕒 October 2

🌐 France, United Kingdom, +1 more countries – Remote

🇫🇷 France – Remote 🇬🇧 United Kingdom – Remote 🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Owkin

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

Healthcare • Artificial Intelligence • Healthcare Insurance

Owkin is a pioneering company operating at the intersection of artificial intelligence and healthcare. By integrating AI with complex biological data, Owkin aims to advance drug discovery and diagnostics, particularly in oncology. It collaborates with prominent academic centers and pharmaceutical companies to develop AI models that predict disease risk, identify novel biomarkers, and enhance clinical trials. Owkin's federated research network and multimodal data approach enable it to leverage extensive patient data while ensuring privacy, fostering innovation in treatments and diagnostics. Through collaborations and cutting-edge AI technologies, Owkin seeks to transform drug development and personalize patient treatment strategies.

📋 Description

• Own incoming tickets during business hours as the first line of support for all K-Pro clients • Triage every ticket, set priority (P1 to P4) and impacted service, and route it to the right team • Follow up on open tickets and escalate early when SLAs are at risk • Communicate clear, timely updates to users and CSMs throughout the ticket lifecycle • Diagnose issues with users by reproducing bugs, checking data and configurations, and providing engineers with actionable reports • Learn K-Pro's features, datasets, login, API access, exports, permissions, and client research questions to resolve issues without escalation • Distinguish scientifically incorrect results from usage questions • Flag critical tickets, recurring issues, and client dissatisfaction signals to Customer Success • Turn ticket patterns into product feedback, documentation updates, or process fixes • Track and report support metrics, including response time, SLA compliance, first-contact resolution, and volume • Own the K-Pro help center and create, update, or remove articles • Convert one-off fixes into reusable client and team answers • Identify opportunities for automation and AI in triage, routing, response drafting, and knowledge retrieval • Work with R&Tech Operations to build, test, and improve support workflows

🎯 Requirements

• Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients • A track record handling SLA-bound support with demanding customers, and staying calm under pressure • Strong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus • Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), and the judgment to know when automation fits • Excellent written and verbal communication, able to explain technical issues to scientists and to engineers alike • Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent • Able to follow runbooks and escalation paths, and to know when to deviate from them • A habit of turning fixes into documentation and patterns into insights • Experience in life sciences, biopharma or another regulated industry is a strong plus • Must be comfortable speaking and writing English on a daily basis and working in an international environment

🏖️ Benefits

• Flexible work organization • Friendly and informal working environment • Opportunity to work with an international team with high technical and scientific backgrounds

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