User Support Operations Manager (Product)

Accurx

📍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!

Accurx

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. THAT SOUNDS COOL… WHAT DOES A COMMUNITY LEAD HAVE TO DO WITH IT? As our Community Lead, your role will be central to shaping how healthcare professionals connect, learn from one another, and advocate for better communication across the NHS. You'll support and scale one of the most engaged clinical communities in the UK, ensuring users feel supported day to day, while turning their insights into a core driver of product adoption, advocacy and brand trust. THE CHALLENGES YOU'LL SOLVE AS OUR COMMUNITY LEAD * Building strategic and large-scale communities: Shaping and delivering the long-term vision for our primary and secondary care communities, with community playing a clear role in driving product adoption and advocacy, not just engagement. This is a hands-on role: you'll be actively running community campaigns, as well as setting direction. * Turning unstructured clinical conversations into scalable content: Creating repeatable, scalable ways to transform high-volume community conversations into user-led content, learning assets and programmes, using strong storytelling to make Accurx's value clear and compelling across the market. * Scaling advocacy through ambassadors and peer influence: Owning and evolving large-scale ambassador and super-user programmes that enable clinicians to influence peers authentically, and aligning this work closely with product and marketing priorities. * Evolving our community platforms and programmes: Making thoughtful calls on when existing tools are "good enough" and when they aren't, and helping Accurx invest in the right platforms, processes and operating models to support a growing, multi-product, multi-care-setting community. YOU SHOULD APPLY IF... * You have proven experience building and growing large-scale communities (thousands of users), ideally in SaaS, tech or healthcare, this is essential for the role. * You've used community as a core driver of growth, product adoption or brand advocacy, rather than it being primarily focused on support, account management or research. * You have a strong track record of designing, running or scaling ambassador programmes or super-user initiatives that drive peer-to-peer learning and influence. * You can point to clear examples of turning unstructured community conversations into scalable, user-led content, with strong written communication and storytelling skills. * You bring a data-informed and tool-savvy mindset, using signals, feedback and AI to scale insight capture and content without losing authenticity. * You're a strong cross-functional collaborator, comfortable partnering closely with Product, User Research, Product Marketing and Events. 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. * £65,000 - £85,000 salary + £30,000 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! 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.

Accurx

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. HOW YOU'LL EMPOWER OUR TECH AND PRODUCT LEADERSHIP As an Executive Assistant at Accurx, you'll be partnering with our Chief Product Officer and Chief Technology Officer, who joins later this year. Between them, they oversee roughly 130 AccuFolk and are responsible for all aspects of our products - how it's built, how it looks and and how it works. You'll help them manage shifting workflows so they can stay laser-focused on our company priorities, like our AI-native shift and building a world-class technology engine. * Strategic prioritisation: Running a constantly changing diary and scheduling meetings, ensuring both Execs are spending time on core company priorities and deadlines. * Stakeholder collaboration: Acting as the primary point of contact between Execs and internal or external stakeholders, seamlessly screening, drafting, and responding to emails. * Product & Tech forum enablement: Working closely with the Chief of Staff (Product & Tech) to ensure the smooth running of the Leadership forum and supporting executive oversight of key product, research, data, and design decisions. * Content and board preparation: Owning the preparation of high-quality materials and presentations for the board on critical Product & Tech matters. * Operational efficiency: Identifying and implementing process improvements within the assistant function while fostering a collaborative environment amongst other EAs. * Event and logistics coordination: Planning smart, cost-efficient travel itineraries and organising internal and external events, including offsites, socials, and user events. YOU SHOULD APPLY IF... * You have proven EA experience within tech: You are an experienced Executive Assistant who has supported C-level executives (Chief Technology/Chief Product Officer) in a fast-paced tech startup or scale-up environment. * Proactive forward-thinking is your natural state: You excel at thinking multiple steps ahead, actioning potential next steps before the executives have even considered them. * You're a critical prioritisation partner: You are a critical thinker who has the ability to challenge executives on their priorities to keep them focused on what matters. * You use AI as your team mate: You've tried every tool and prompt to make your job easier and get stuff done quicker, and know what works for you and your execs * You're THE master of diaries and deadlines: You have excellent time management skills and a proven track record of managing busy diaries and correspondence under tight deadlines. * You have strong industry familiarity: You understand tech companies, enabling you to help leaders balance the urgent and the important. * You have flawless communication and detail: You have exceptional attention to detail along with strong oral and written communication skills suitable for different audiences. * You feel like you have strong values alignment: You showcase strong alignment with our core principles, including solving healthcare productovity, moving with urgency, and being relentlessly resourceful. 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. * £60,000 - £80,000 salary + share options up to £15,000 * 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.