Customer Support Manager

Our User Support function sits at the heart of the business and is key to enabling us to transform the way healthcare communicates. We support 300,000 healthcare staff to deliver care for over 60 million patients.

As Head of User Support, reporting into the Chief of Staff, you will be responsible for leading the entire function, ensuring our users receive exceptional support when they need it the most. You will be responsible for defining how we work with our Product and Engineering teams to create fantastic products for our users and strategically shaping and scaling the User Support function to align it with company goals, meanwhile fostering a high performing team.

• Devising a high impact operating strategy and vision: You'll set the strategy and vision for the User Support team, to ensure the team can deliver effectively against the company and team objectives, vision and priorities.

• Streamlined Service Reporting: You'll work with the Head of Service Management to deliver a comprehensive and combined approach to service management, to meet the standards and requirements agreed with our valued NHS customers.

• Driving Cross-Functional Improvements: You'll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.

• Effective project management: You'll manage high-impact and high-importance user support projects that are a strategic priority for the business.

• High performing User Support team: You'll manage the team, ensuring they are developing professionally and feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practice, and implementing innovative ways to deliver support.

• Strong stakeholder management: You'll maintain strong relationships with our Market General Managers and other functional leads across Product, Engineering, and Customer Success, so that the user support team can deliver against its strategy and vision.

• Delivering robust tooling: You'll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.

• Proving a clear point for escalations: You'll own user support escalations, particularly those which might be sensitive or difficult to navigate.

"Having the opportunity to work on the front line of the business, and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product but when we fix any issues the users are having, we make their day! It's an incredibly rewarding role with the opportunity to be an expert in all of Accurx's products." Sameera Sesay - User Support Manager

• You have experience working in a product-led organisation, having worked with a variety of different stakeholders to embed product feedback into the company strategy and operational plans.

• You have experience leading a high-performing, technically minded, in-house support or customer service team. You excel at mentoring and leading a team of passionate individuals and are deeply invested in their personal and team growth whether that's direct reports or through coaching the managers in your team.

• You're data-driven: You have experience using data to inform decisions, measure impact, and continuously improve processes. You use data from user conversations as well as listening to the wider team to inform your thinking.

• You're a change agent and you have experience testing new approaches and implementing new strategies. You're eager to contribute to the constant evolution of your team and the business, for example improving first response times by using AI and other tools.

• You have excellent communication skills with the ability to distill complex technical information into clear, actionable insights, adapting your messaging and tone of voice with ease.

• You have strong stakeholder management expertise to develop key working relationships with our product and engineering teams.

• You're adaptable, resilient and move with pace: You thrive in fast-paced environments, remaining calm and focused amid complexity. You're not afraid to challenge the status quo, ask why and think differently.

Additional Info:

As we work to support the NHS, our team is online to help our users throughout the weekend, evenings and bank holidays.

Our standard weekday online hours are 8am - 8pm and the team work staggered shifts. We do not expect the Head of User Support to be doing these shifts on a regular basis, but you may need to roll up your sleeves and take on a shift depending on team resourcing. You will get time back in lieu for any hours worked outside of standard working hours.

At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:

• Fix healthcare communication

• ️Raise the bar

• Be a driver, not a passenger

• Succeed together

• Move with urgency

• ️Be relentlessly resourceful

• ️Embrace challenge

Check them out for more detail here!

£60,000 - £80,000 salary + the value of £50,750 share options

Access to H appl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here .

Allocated annual learning & development budget

Enhanced parental leave policy

Prayer, meditation and breastfeeding room

Working abroad policy

We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

And much more .

Like the sound of this role and want to know more about the company? Here's more about us

We're a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.

Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.

Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.

We're passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help.

Head over to our main careers page to find out more about the team and our candidate hub .

You can also find out more about us on Medium , LinkedIn and Twitter & Instagram .

Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx.

Diversity & Inclusion

Accurx is committed to being an inclusive employer.As part of this, we're glad to accommodate candidates who need adjustments throughout the interview process .

Pre-employment Screening

All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here . If you'd like to ask questions before you apply please email .