**Customer Support Specialist** plays a key role in delivering exceptional customer support for innovative mobile apps in the pregnancy and parenting space. The Digital+ team creates user-friendly and supportive solutions guiding parents through every stage from pregnancy to early parenthood. **This role is open for fixed-term assignment (12 months).** As a **Customer Support Specialist** , you'll directly impact user satisfaction by providing timely, empathetic, and effective support to our global user community. **You are responsible for:** + Delivering outstanding customer support by promptly addressing user inquiries, resolving issues effectively, and providing clear, empathetic communication. + Handling customer interactions through Zendesk (email), App Store Connect, Google Play Console, and various social media platforms. + Keeping thorough and accurate records of customer interactions within our support software. + Assisting in identifying and escalating complex product issues, working closely with the Customer Support Lead to provide valuable insights to the Product team. + Engaging proactively with users who leave app reviews, aiming to resolve concerns, encourage positive sentiment, and improve overall user ratings. + Supporting monthly reporting efforts by highlighting recurring issues, user feedback, and actionable trends. + Contributing ideas to enhance self-service resources and reduce frequently recurring queries. + Maintaining an organised workflow, prioritising tasks by urgency and user impact, ensuring consistently high-quality support. **You are part of:** An enthusiastic and dedicated customer support team within the Digital+ unit, focused on delivering excellent user experiences. You will work directly with the **Customer Support Lead** , who will guide your professional development and align your responsibilities with broader organisational goals . **To succeed in this role, you should have the following skills and experience:** + Strong proficiency in English (additional languages are beneficial but not mandatory). + Exceptional communication and interpersonal skills, with a talent for creating positive user interactions. + Strong problem-solving and troubleshooting abilities with the capacity to multitask effectively. + Genuine passion for delivering outstanding customer experiences. + Familiarity or willingness to quickly learn customer support tools (Zendesk, App Store Connect, Google Play Console, social media platforms). + A collaborative and proactive approach, capable of taking initiative and working effectively within an international team. + Flexibility and willingness to provide occasional holiday cover. + Empathy, cultural sensitivity, and a respectful approach towards diverse user needs and backgrounds. **In return, we offer you:** A supportive and engaging work environment within a dynamic team dedicated to meaningful innovation. You’ll gain professional growth opportunities and competitive benefits, contributing directly to a product suite that positively impacts millions of parents worldwide. **How we work together** We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. **About Philips** We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others. * Learn more about our business. * Discover our rich and exciting history. * Learn more about our purpose. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.