User 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 CSAT and First Response Time while maintaining top-tier Response Quality.

• Technical Triage & Escalation: Act as a first-line contributor to incident response. You will triage inbound workflows and escalate bugs via Linear, maintaining strict Escalation Accuracy.

• 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.

• 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.

• Cross-Functional Collaboration: Synthesise 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: Maintain 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).

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 are a Problem Solver: You love digging into a challenge, thinking on your feet, and finding creative workarounds.

• You are AI-Native: You 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 are a "Writer": You take pride in your written communication, translating complex technical fixes into simple, human language.

• You are Composed Under Pressure: High-volume queues and rapid spikes in incidents energise you. You stay calm, kind, and focused when things move fast.

• The "Accurx Factor": You have a massive heart for healthcare and a desire to do the best work of your life.

You’ll be successful in this role if you have prior experience in a Customer Service (CS) role, Contact Centre, Helpdesk, Digital Technical Support environment, 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.

Fix healthcare communication: Healthcare systems are struggling; our solution is communication - all of our efforts are centred here.

• Raise the bar: We have built an exceptional team to solve hard challenges. We hire for expertise and new ideas, maintaining high standards, giving honest feedback, and only delivering work we're proud of.

• Be a driver, not a passenger: We make things happen, focus on the right problems, and bring the energy to deliver ambitious goals.

• Succeed together: We succeed only as a team. Our mission is too important for anything less, so company success always comes first.

• Move with urgency: We’re on a mission, and every day lost is a missed opportunity to improve lives. We work at pace and focus on our mission, our users, and our impact.

• Be relentlessly resourceful: We embrace constraints as they force us to think differently, be creative, and focus.

• Embrace challenge: We value constructive conflict over harmony, having tough conversations for the best outcome.

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.

• £28,000 - £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!