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Customer Support Specialist

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Accurx

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • London

AI generated summary

  • You should have problem-solving skills, AI tool experience, strong writing abilities, composure under pressure, and a passion for healthcare. Previous CS experience and CRM proficiency are essential.
  • You will manage queries via chats and emails, triage incidents, support projects, master the platform, maintain knowledge resources, collaborate cross-functionally, and ensure clinical excellence.

Requirements

  • 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 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, 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.

Responsibilities

  • 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.
  • 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: 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.

FAQs

Do we support remote work?

Yes, we operate in a hybrid format, requiring you to be in the office 3 days a week while allowing for flexibility.

What is the salary range for the Customer Support Specialist position?

The salary range is ÂŁ30,000 to ÂŁ32,000, along with share options and additional benefits.

Will I be expected to work weekends?

Yes, the role involves working on a rota, including morning, evening, and weekend shifts, with time off in lieu for weekend work.

What qualifications or experience are required for this role?

We are looking for candidates with prior experience in a Customer Service role, Contact Centre, Helpdesk, or a clinical frontline setting, along with a proven track record of managing ticketing queues and hitting performance SLAs.

What kind of support does the company provide for professional growth?

We offer opportunities for process optimisation, project ownership, and cross-functional collaboration, allowing you to expand your role as you progress.

How does the company prioritize its mission?

Our principles focus on fixing healthcare communication, maintaining high standards, driving results, and succeeding together as a team to achieve our mission.

What benefits are included in the employment package?

Benefits include adjustable healthcare cover, pension and life insurance options, generous holiday entitlement, enhanced parental leave, and free healthy meals provided by our in-house chef.

Are there opportunities to work with AI tools in this role?

Yes, you will have the opportunity to leverage AI tools to optimize workflows and improve efficiency in customer support.

How does the company ensure data integrity and safety?

We maintain strict adherence to SLAs and the highest standards for data integrity, privacy, and safety as part of our commitment to clinical excellence.

What is the company culture like?

Our culture emphasizes teamwork, urgency, creativity, and the embrace of challenges, with a dedicated focus on improving healthcare communication.

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Accurx

We're on a mission to bring patients and their healthcare teams together

Science & Healthcare
Industry
51-200
Employees
2016
Founded Year

Mission & Purpose

Accurx is where conversations happen with and about patients. Through one, easy-to-use platform, we help everyone involved in a patient’s care to communicate and collaborate. Whether you’re a patient or a healthcare professional, Accurx lets you connect seamlessly with the people you need to. We believe that healthcare runs on conversations - conversations in GP practices, on hospital wards, over the phone, text, video, email and from a patient’s home. That’s why we’re working toward a health system where everyone involved in patient care can communicate for the good of patients and healthcare staff. Every interaction on Accurx helps to build a better-connected healthcare system, where easy communication changes and saves lives every day.

Culture & Values

  • On a mission

    We’re on a mission to make patients healthier and healthcare staff happier.

  • Always collaborating

    We place team success over personal success, and enjoy an open, collaborative culture.

  • Continuous improvement

    We work hard to make things better, from culture and people to ways of working.

  • Responsible ownership

    We take pride in our work and act responsibly, even when nobody's watching.

  • Balance

    We keep a healthy balance of work and life, and treat this as a key to success.

Benefits

  • Flexible working

  • ÂŁ500 wellness bonus

  • Advance Parental Leave Policy

  • Monthly team socials

  • Free therapy sessions