manage a high volume of live chats and emails via Intercom
act as a first-line contributor to incident response; triage inbound workflows and escalate bugs
master our platform and handle backend operations
update the external Help Centre and internal macro libraries in real-time
support cycle-level initiatives and own specific operational areas
synthesise frontline insights for Product, Customer Success, and Go-To-Market (GTM) teams
maintain strict adherence to SLAs and high standards for data integrity, privacy, and safety

prior experience in a Customer Service (CS) role, Contact Centre, Helpdesk, Digital Technical Support environment, or a clinical frontline setting
proven track record of managing ticketing queues, navigating a CRM, and hitting performance SLAs
problem-solving skills
experience using AI tools to speed up workflows
strong writing skills, with ability to translate complex technical fixes into simple, human language
ability to stay composed under pressure
a passion for healthcare

£7,500 default share options
adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life
flexible working: work from the office three days a week, with core hours of 10am
4pm
28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year
enhanced parental leave, fertility support and parental loss support
free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

User Support Specialist

Key skills