Customer Support Specialist

📍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!