Customer Support Specialist

About the role

Accurx is building a communication platform designed to make interactions in healthcare simpler, faster, and more connected. The product has grown from a basic patient texting tool into a broader digital system used across most GP practices, helping with patient demand management, self-booking, questionnaires for long-term conditions, staff communication, and AI-assisted clinical note drafting.

This Customer Support Specialist position is based in London with a hybrid setup. It is a full-time role with a salary of £30,000 to £32,000, plus share options and benefits.

What you’ll do

• Handle a large volume of customer chats and emails through Intercom, keeping interactions accurate, empathetic, and clear while taking ownership of key support metrics such as CSAT, first response time, and response quality.
• Act as a first point of contact for technical issues by reviewing incoming workflows, identifying bugs, and escalating incidents in Linear with a strong focus on escalation accuracy.
• Contribute to team projects such as testing new AI tools, implementing process improvements, and taking responsibility for selected operational workstreams.
• Build deep product knowledge so you can support backend processes and use AI tools to improve your own workflow efficiency.
• Keep the external Help Centre and internal macro library up to date as new issues and information gaps are discovered.
• Share customer and frontline insights with Product, Customer Success, and Go-To-Market teams, including through buddy shifts that spread knowledge across the organisation.
• Maintain high standards for service delivery, including SLA compliance, privacy, data accuracy, and patient safety.

How the team works

The support team operates on a rota to cover NHS needs, including mornings, evenings, and weekends. Weekend shifts are balanced with time off in lieu. In the early part of the role, you will spend most of your time handling frontline ticket queues and learning the product and systems in detail. As you develop, the role widens to include resource planning, process improvements, cross-functional feedback, and ownership of cycle-based projects.

Who this role suits

You should be comfortable solving problems independently, writing clearly, and staying composed when queues are busy or incidents spike. The role also suits someone who already uses AI tools in practical ways and wants to apply that mindset in a support environment. A genuine interest in healthcare and improving it is important.

Relevant prior experience includes customer service, contact centre support, helpdesk work, or a clinical frontline setting. Experience managing ticket queues, using a CRM, and meeting service-level targets will help you get up to speed quickly.

Principles and culture

The team is guided by a mission to improve healthcare communication and a set of working principles focused on high standards, accountability, teamwork, urgency, resourcefulness, and constructive challenge.

• Raise the bar by bringing expertise, fresh thinking, and work the team is proud of.
• Act with ownership and initiative rather than waiting to be directed.
• Work as one team and put company success ahead of individual agendas.
• Move quickly and keep the mission, users, and impact at the centre of decisions.
• Stay resourceful and creative when constraints make the path forward harder.
• Value honest, challenging conversations when they lead to better outcomes.

Benefits

• Annual pay of £30,000 to £32,000, plus £7,500 in default share options.
• A flexible benefits package that can be adapted to suit healthcare cover, pension, or life insurance needs.
• Office-first working, with three days per week in the dog-friendly Shoreditch office and core hours of 10am to 4pm.
• 28 days of holiday, plus bank holidays, and up to 4 weeks per year to work from anywhere.
• Enhanced parental leave, fertility support, and parental loss support.
• Free healthy breakfasts, snacks, lunches, and occasional sweet treats prepared by an in-house chef.