Customer Support Specialist

Accurx

USER SUPPORT SERVICE MANAGER (MATERNITY COVER) ACCURX IS SOLVING HEALTHCARE PRODUCTIVITY FOR THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we're changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. 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 and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage to manage patient demand, and Self-Book that 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. We're not just shipping features. We're giving clinicians their time back and ensuring every patient journey is as smooth as it should be. WHAT IMPACT WILL OUR USER SUPPORT SERVICE MANAGER HAVE TO DO WITH IT? As the User Support Service Manager, you will directly shape the quality and consistency of our user experience. Your mission is to elevate our support function to a world-class standard, ensuring Accurx stands out as a market leader during competitive tender processes. Key Responsibilities & Projects We need a leader who can move at pace to drive high-impact initiatives, including: * Boosting CSAT: Implementing strategies to quickly transform customer satisfaction. * Optimising Workflows: Automating responses and processes to drastically reduce first-response and incident response. * Team Development: Raising performance standards and coaching the team to excellence. WHAT YOU’LL MANAGE DAY TO DAY * People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel. * Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations. * Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one. * Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores. * AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience. * Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights. * Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking. WHAT MAKES YOU A GREAT FIT We need someone who delivers impact fast. * Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one. * The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before. * Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly. * Calm Under Pressure: You deliver at pace. When volume spikes or incidents occur, you keep the team focused and the service running smoothly. * Proactive Friction-Fixing: You look past individual tickets to solve root-cause problems in our tools, processes, and user journeys. * Collaborative Diplomacy: You easily bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross-functional action. 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 Solve Healthcare Productivity. * Salary £40-50K * 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! Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub. Find us across social media: Medium · LinkedIn · X · Instagram · YouTube

Accurx

ACCURX IS WHERE CONVERSATIONS HAPPEN WITH AND ABOUT PATIENTS IN THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, 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 and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage to manage patient demand, and Self-Book that 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. We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be. THE CHALLENGES YOU’LL SOLVE AS AN IMPLEMENTATION LEAD As an Implementation Lead for Secondary Care, you will own the end-to-end implementation pipeline from initial tenders through to full contract conversion, ensuring effective resource allocation and driving rapid customer activation. You will be deeply analytical, tracking time to value and key activation metrics across all secondary care contracts to maximise customer outcomes and ROI. Your leadership will directly accelerate our scaling efforts, driving a massive real-world impact - one of these will be driving our target user activations for our AI note-taker, Accurx Scribe, by the end of Q3. * Scaling secondary care delivery: Overseeing the pipeline from won tenders and pilots into seamless, large-scale contract conversions across hospitals and care systems. * Driving critical user activations: Aligning the team to hit our high-impact target of 15,000 user activations on Accurx Scribe contracts by the end of Q3 * Optimising time to value: Obsessing over activation metrics and data quality to ensure our implementation playbooks and deployment activities are scalable and fit for purpose. * Leading and coaching a high-performing team: Managing and coaching your direct reports, setting a clear data-driven direction, and defining what excellence looks like in secondary care implementation. * Navigating cross-functional handovers: Structuring seamless collaboration and clear ownership boundaries between Business Development, Transformation, Implementation, and Customer Success. * Championing data and AI capability: Resolving data quality and visualisation issues to make insights highly meaningful for deployment owners, while introducing AI-driven approaches to elevate the team's operational maturity. YOU SHOULD APPLY IF... * You are intensely data-driven and possess an analytical mindset that prioritises metrics and measurable outcomes over basic activity tracking. * You have proven line management experience leading, coaching, and developing teams * You bring strong commercial acumen and business sense, developed within a SaaS or fast-paced, high-growth technology environment. * You bring a fresh perspective from outside the healthcare sector, and have the confidence to question traditional approaches and challenge the status quo. * You are an inspiring leader who is highly comfortable with ambiguity, navigating organisational change, and establishing order in a rapidly scaling team. * You have a strong comfort level with AI tools and are excited to demonstrate how to leverage AI capabilities to raise the team's efficiency. * You excel at cross-functional relationship building, particularly when managing complex project handovers and aligning diverse stakeholders. 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 Solve Healthcare Productivity. * £70,000 - £90,000 salary + share options up to £30,000 * 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! Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub. Find us across social media: Medium, LinkedIn, X, Instagram and YouTube.

Checkproof AB

About CheckProof At CheckProof, we are transforming the way inspections are carried out in the construction materials and heavy industry sectors with our innovative digital platform. Our solutions streamline maintenance, quality control, and reporting, helping businesses operate more efficiently, safely, and with greater transparency. As a pioneering SaaS company established a decade ago, we are now in an exciting scale-up phase. Headquartered in Stockholm, Sweden, CheckProof serves customers in over 45 countries and continues to expand globally with a strong focus on innovation and customer success. As part of the Customer Success organization, you will play an important role in ensuring our customers receive fast, professional support and have the knowledge they need to succeed with CheckProof. The Role As Customer Support, you will be responsible for helping customers solve problems, answer questions, and get the most out of the CheckProof platform. A central part of the role is managing incoming support requests from customers. You will troubleshoot issues, guide users through solutions, and ensure timely responses and clear communication. In addition, you will actively contribute to developing and improving our support processes, with the goal of continuously raising the quality of our support and delivering the best possible experience for our customers. At the same time, the role includes developing and maintaining CheckProof Academy, our learning platform and knowledge base. By creating tutorials, guides, and documentation, you will help customers learn how to use the product more effectively while reducing repetitive support questions. You will work closely with Customer Success, Product, QA, Engineering, and Sales to ensure customer feedback is captured and used to improve both the product and the customer experience. Your key responsibilities include: Customer Support Managing incoming customer requests across chat, email, and phone Responding to customer questions about product usage Troubleshooting issues and guiding customers through solutions Managing support tickets from request to resolution Ensuring customers receive timely updates and follow-ups Escalating bugs and technical issues to QA and Engineering Collaborating with Customer Success Managers on customer cases Contributing to the continuous improvement and development of our customer support to deliver the best possible support experience for our customers Your goal is to ensure that customer issues are handled efficiently, professionally, and with clear communication. CheckProof Academy & Customer Enablement You will also be responsible for developing and maintaining CheckProof Academy and other learning resources that help customers succeed with the platform. Responsibilities include: Maintaining and improving the CheckProof Academy and knowledge base Creating tutorials, guides, and help documentation Updating learning materials when new product features are released Ensuring documentation reflects real customer needs and questions Supporting Customer Success with product knowledge materials Support Development & Product Feedback This role also contributes to improving how we support customers as the company grows. Responsibilities include: Identifying recurring customer questions and improvement opportunities Helping develop better support processes and workflows Providing structured feedback to Product and Engineering Highlighting usability issues or documentation gaps What We’re Looking For Experience in SaaS customer support or customer success is a plus Experience working with support tools and ticketing systems Strong product understanding and technical curiosity Experience creating knowledge base articles or help documentation Strong written and verbal communication skills in both Swedish and English, as we work with customers around the world Nice to have: Experience working in a growing SaaS company Experience with customer education platforms or learning systems Experience collaborating with product and engineering teams What We Offer Innovative Culture Join a team that’s not just about work, but about making a difference. Creativity and innovation are part of our DNA. Growth Opportunities We’re scaling fast, and you will have the opportunity to shape how CheckProof supports customers globally. Flexible Work Environment Hybrid setup in Stockholm with a strong focus on work-life balance. If you are passionate about customer experience, enjoy solving problems, and want to help build world-class customer support in a fast-growing SaaS company, we’d love to hear from you. We are handling applications on an ongoing basis, so the position may be filled before the final application date. The recruitment process Submit your resume for review Phone interview with our recruiter Digital interview with recruiting manager Complete personality and logic tests Interview at our office in Täby Final step: references and full assessment CheckProof is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.