Customer Service Associate

About Us

We’re - a pioneering gastrointestinal health diagnostics company enabling more patients early access and detection for esophageal cancer and Barrett’s esophagus.

Our technology brings a minimally invasive diagnostic approach to market - our test combines a swallowable pill-like device with advanced biomarkers and analytics to help detect disease earlier and faster.

What started as an idea between a health-tech entrepreneur and leading clinical scientists at Cambridge University has quickly grown into an international company operating across the UK and US, backed by investors such as EQT Life Sciences and a $44M Series B investment.

But we still work like a startup - because we are one.

Things move quickly here and we build as we go. Some days you’ll be solving problems first of their kind with innovative approaches. Other days you’ll just need to roll your sleeves up and get things done.
That’s the reality of building a company that’s growing fast and trying to genuinely change patient outcomes.

We’re a small, highly collaborative team, which means your work matters. We have the trust and belief from our investors so you won’t disappear into layers of hierarchy or spend months waiting for decisions. If you have a good idea, we want to hear it, regardless of your role or title.

We like people who are curious, adaptable, thoughtful, and always willing to learn and improve. This isn’t a polished corporate environment where everything already exists. We’re building processes, teams, products and ways of working in real time. Every day is different.

If the idea of helping build something ambitious from the ground up excites you - and you want your work to have a real-world impact on people’s lives - we’d love to hear from you.

Our recruitment process runs through four stages and we interview on a rolling basis. Each stage has its own purpose.
As we have grown, we have made each contact point based on candidate feedback, making sure you actually get a helpful insight into Cyted. We want to give you the most open & true snapshot of us no matter the role. 

1. Initial conversation – Run by Maddie from our People team, this is a relaxed online chat so we can learn more about you and your background, and so you can learn more about us too.
2. Line manager interview – This online chat explores the role in more detail through scenario-based and role-specific questions to see how you would bring your skills and knowledge into Cyted.
3. Team interview & assessment – To meet the wider team and see how we work in-person, we like to involve a panel of team members to listen to your ideas in either a presentation or assessment format. 
4. Final Interview – Marcel, our CEO, still speaks to every new potential employee. In this online meeting, you will get to discuss your goals and explore how they align with the company’s history and future vision.

Job Summary

Following our successful Series B funding round and growing momentum with the NHS, we’re seeking a proactive and driven Customer Service Associate to play a pivotal role in supporting our operations as Cyted scales its diagnostic device and testing offering. Acting as a trusted partner to clinical teams, this role focuses on driving adoption, ensuring seamless integration into existing pathways, and delivering a high-quality user experience. Working at the intersection of healthcare, technology, and service delivery, you will collaborate closely with NHS stakeholders to optimise performance, resolve challenges, and maximise the clinical and operational impact of Cyted’s test. The role also contributes to continuous improvement by capturing real-world insights and feeding these back into product, marketing and operations teams. As Cyted continues to expand, you will be critical in building strong, long-term partnerships and supporting the delivery of scalable, high-impact diagnostic services that improve patient outcomes.

Please note, we are unable to provide sponsorship for this role.

Working Pattern and Location

The role is a full-time position with a standard 37.5 hour working week. The role holder may be required to work flexibly. The Customer Service Associate will be based at based 3 days a week at Cyted’s Head Office, Ground Floor Building 3 Old Swiss, 149 Cherry Hinton Road, Cambridge, United Kingdom, CB1 7BX and may need to visit other company sites when and if required.

What you will be doing

Customer service & Partnership Management

• Act as a primary point of contact for NHS stakeholders, building trusted, long-term relationships across clinical and operational teams
• Support the serviceful onboarding and integration of Cyted’s diagnostic solutions into NHS pathways
• Deliver ongoing support to ensure confident and effective use of Cyted’s services
• Proactively manage customer needs, addressing challenges and ensuring a high-quality user experience

Operational Delivery & Performance Optimisation

• Monitor customer experiences of Cyted’s tests across partner sites, identifying opportunities to improve outcomes
• Troubleshoot issues efficiently, working cross-functionally to resolve technical or operational challenges
• Ensure smooth day-to-day delivery by maintaining accurate records of interactions, issues, and resolutions (e.g. via our CRM system, SalesForce)
• Support scalable implementation as Cyted expands across new NHS sites

Insight, Improvement & Growth

• Gather and analyse user feedback to identify trends, challenges, and opportunities for improvement
• Collaborate with Product, Marketing, Operations, and Business Development teams to translate insights into actionable enhancements
• Contribute to the optimisation of clinical pathways and service delivery models
• Support the identification of opportunities to expand adoption and deepen partnerships within existing accounts

Who you are?

We’re looking for a proactive and customer-focused Customer Service Associate to support the continued rollout and adoption of our diagnostic services across the NHS. This is an ideal entry-level opportunity for someone with a strong interest to build experience in a customer-facing role. You’ll develop confidence working with a range of stakeholders, from clinical teams to internal partners, while supporting day-to-day service delivery and contributing to improvements in the user experience. Hands-on, organised, and eager to learn, you’ll thrive in a fast-paced, purpose-driven environment, helping to deliver high-quality service and meaningful impact for patients.

Therefore you will have: 

• A bachelor’s degree in a related field (e.g., Life Sciences, Business Administration or similar)
• Experience working in a customer support or customer facing position
• Curiosity and a genuine interest in learning about Cyted’s technology, clinical users and the wider healthcare landscape
• Excellent communication and interpersonal skills for collaborating and supporting both internal and external stakeholders
• A proactive, hands-on mindset - someone who takes ownership, brings ideas forward and follows through
• Skill using Microsoft suite and learning new platforms
• A natural problem-solving skills and curiosity with a proactive and solution-oriented approach
• Reliable organisational and time-management skills to consistently support and deliver on multiple customer needs

How we work

At Cyted, how we work is just as important as the impact we create. Following our recent Series B fundraise and with increasing international momentum, we’re entering a defining stage of growth - and our values guide how we scale. As a Customer Service Associate, you’ll bring these values to life from day one, helping ensure a seamless and supportive experience for the clinicians and partners we work with.

We care deeply about the patients we serve and the clinicians we support. In this role, care means approaching every interaction with empathy, attention, and a commitment to resolving issues effectively. You’ll understand the importance of your role in the wider patient journey, ensuring that queries are handled promptly, accurately, and with a clear focus on supporting timely and high-quality care. Whether you’re responding to enquiries, troubleshooting issues, or guiding users through processes, your work will contribute directly to better experiences and outcomes.

We expect you to own your responsibilities with confidence and accountability. You’ll take responsibility for managing customer queries end-to-end, ensuring nothing falls through the cracks. You’ll proactively identify patterns in feedback, flag recurring issues, and work closely with internal teams to improve processes. Your ability to stay organised, responsive, and solution-focused will be key to delivering a consistently high standard of support.

We aim high . We’re scaling quickly, expanding our services, and operating in a fast-paced healthcare environment. You’ll be trusted to maintain high standards even as demand grows - delivering excellent service, improving response times, and helping define what great customer support looks like at Cyted. Your attention to detail and commitment to quality will help raise the bar as we grow.

You’ll be expected to dive deep  into our processes, systems, and customer needs. You’ll build a strong understanding of our services and workflows, enabling you to resolve queries efficiently and provide clear, helpful guidance. You’ll collaborate closely with teams across operations, product, and science to ensure that customer feedback is heard and acted upon, and that our service continues to improve.

We encourage everyone to challenge and commit . You’ll play an active role in shaping how we support our customers - sharing ideas, identifying opportunities for improvement, and helping refine our processes. At the same time, once a direction is set, you’ll execute with focus and consistency, ensuring a reliable and high-quality experience for every customer.

And most of all, we deliver . This is a role where your work has immediate, real-world impact. Every interaction you handle, every issue you resolve, and every improvement you contribute to will help ensure our services run smoothly and support better outcomes for patients.

This is how we work at Cyted - and if this sounds like the environment where you’ll do your best work, we’d love to speak with you.

Benefits

• 25 days’ holiday + public holidays with the ability to purchase up to 5 additional days
• Matched pension contributions up to 7%
• Company paid private health insurance with access to wellbeing and fitness discounts , including dental, optical and audiological cover
• Paid 4 week sabbatical after 4 years of service
• Company paid income protection of 75%  base salary following a 13 week deferred period and company paid life insurance of 4x basic salary
• Regular team socials , Winter & Summer parties , and an annual Team Day
• Electric Vehicle and Cycle to Work Schemes through salary sacrifice