User Support Agent

Healthcare systems are struggling; our solution is communication.

We have a bold vision: everyone involved in a patient’s care – including the patient – should be able to communicate easily with each other. And we believe every NHS staff member should be using our software to make that happen.

As a User Support Agent at Accurx, you’re the voice of our company to the frontline of healthcare. Over 98% of GP practices use our products, so your work here directly impacts the care received by millions of patients.

This is a frontline, high-energy role. You aren’t just “answering tickets”, you are a problem-solver, a product expert, and a reassuring presence for a busy GP, clinician or healthcare worker. We don’t mind if this is your first “tech” job, but we do care that you are a world-class communicator who thrives in a fast-paced environment.

Your day to day tasks, should you choose to accept this mission 🤝…

• High-Volume, High-Empathy Support: You’ll handle a high volume of queries via Intercom. You’ll need to write with clarity, precision, and warmth, ensuring our users can continue their day without a hitch.

• Creative Problem Solving: When a user hits a snag, you don’t just follow a script. You use your curiosity to dig into the “why,” troubleshoot the “how,” and find a solution that works.

• Mastering the Machine: You’ll become an absolute expert in our platform. We’re also looking for people who are excited by the “future of work”. If you’re already using AI tools to speed up your personal workflows or are curious about how LLMs can improve support, you’ll fit right in.

• Shaping the Product: You’ll be the ears of the company. You’ll synthesise user feedback into clear insights for our Product teams, helping us decide what to build next.

• Championing Clinical Excellence: Healthcare requires precision. You’ll maintain the highest standards for data integrity, privacy, and safety in every single interaction.

We’d love to hear from you if…

• You are a “Writer”: You take pride in your written communication. You can explain a complex technical fix in a way that is simple, clear, and human.

• You are Relentlessly Curious: You’re the type of person who stays on the case until it’s solved. You love learning how systems work and aren’t afraid to ask “why?”

• You are Composed: High volume doesn’t scare you; it energises you. You can stay calm, kind, and focused even when things are moving fast.

• You are AI-Curious: You have a genuine interest in how technology and AI can make support better and faster. Strong usage or experimentation with AI tools is a massive plus.

• The “Accurx Factor”: You don’t need a long CV in tech, but you do need a massive heart for healthcare and a desire to do the best work of your life.

Rota: To support the NHS, we work on a rota including morning, evening, and weekend shifts (with time off in lieu for weekends).

A note on “Experience”

We’re looking for a specific kind of spark. Whether you’ve just graduated, are career-changing, or have a background in a busy service environment (like retail or hospitality), we’re interested in your ability to think on your feet. If you have a way with words, a genuine heart for helping people, and the curiosity to unpick a tricky problem until it’s solved, we’d love to hear from you.

Our Principles in Action

• Fix healthcare communication: Healthcare systems are struggling; our solution is communication – all of our efforts are centred here.

• Raise the bar: We have built an exceptional team to solve hard challenges. We hire for expertise and new ideas, maintaining high standards, giving honest feedback, and only delivering work we’re proud of.

• Be a driver, not a passenger: We make things happen, focus on the right problems, and bring the energy to deliver ambitious goals.

• Succeed together: We succeed only as a team. Our mission is too important for anything less, so company success always comes first.

• Move with urgency: We’re on a mission, and every day lost is a missed opportunity to improve lives. We work at pace and focus on our mission, our users, and our impact.

• Be relentlessly resourceful: We embrace constraints as they force us to think differently, be creative, and focus.

• Embrace challenge: We value constructive conflict over harmony, having tough conversations for the best outcome.

What We Can Offer

We believe in supporting our team to do their best work, and thrive both professionally and personally.

• £28,000 – £32,000 salary + the value of £14,500 share options

• Access to Happl – a flexible benefits provider with a given budget of £400 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

• Flexible Working: We are an office first culture and ask you are in at least 3 days a week.

• Enhanced parental leave policy

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

…And much more.

Interview Process

We have a three stage interview process

1. A brief phone call with one of our friendly User Support Managers or a member of the talent team.

2. A short test to demonstrate your skills (this should take no longer than 30 minutes to complete.

3. If successful you will be invited to our onsite interview day which takes place in our HQ. It includes a product demonstration and interview with our Head of Support and a Lunch provided by our amazing in house chefs.