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 vital link between cutting‑edge communication technology and 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 across the UK. Your primary mission is to ensure that doctors, nurses, and administrative staff can use the platform seamlessly to provide effective patient care.

The Unique Challenges You’ll Solve

• High‑Impact Support: You’ll be the primary point of contact for users via Intercom, delivering clear, empathetic, and solution‑focused support to ensure their day continues without a hitch.
• Technical Troubleshooting: From software bugs to feature queries, you’ll provide the necessary support and keep the platform running smoothly in a clinical setting.
• Shaping the Product Roadmap: You’ll gather the great ideas and common frustrations you hear from users and share them with our product teams to help decide what we build next.
• Buddy shifts: As a product expert, you’ll host cross‑functional User Support shifts. These facilitate knowledge‑sharing and ensure our entire team stays rooted in the user experience.
• Championing Clinical Excellence: You’ll handle every query with the precision healthcare requires, maintaining strict standards for data integrity and safety.

Core Skills We're Looking For

• You’re passionate about improving healthcare and want to make a real difference to people’s lives.
• You’ve got experience working in user or customer support, especially with tools like Intercom, Zendesk, Freshdesk or other asynchronous chat platforms.
• You’re confident in communicating with a range of people, from GPs and receptionists to patients and product managers.
• You enjoy learning new systems and are excited by the idea of becoming an expert in a fast‑moving tech product.
• Experience in a healthcare setting is a bonus, but not essential; we’re more interested in your mindset than your CV.

Additional Information

• This is a hybrid role; you’ll be based in our Shoreditch office a minimum of three days per week, with the flexibility to work remotely the remaining days.
• To ensure we maintain excellent support coverage, team members work on a rota that includes a mix of morning, evening, and weekend shifts. For any weekends worked, you’ll receive time off in lieu.
• You’ll report into one of our User Support Managers, with opportunities for growth across both the Support team and wider company.

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

• £28,000 - £32,000 salary + the value of £14,500 share options.
• Access to Happl – a flexible benefits provider with a 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 that 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

• A brief phone call with one of our friendly User Support Managers or a member of the talent team.
• A short test to demonstrate your skills (this should take no longer than 30 minutes to complete).
• 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.

Like the sound of this role and want to know more about the company? 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.

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).

If you’d like to ask questions before you apply please email jobs@accurx.com.