At a Glance
- Tasks: Lead a dynamic customer support team and enhance patient experiences.
- Company: Join Care ADHD, a pioneering HealthTech start-up transforming ADHD care.
- Benefits: Enjoy a competitive salary, remote work, 33 days holiday, and birthday leave.
- Other info: Be part of a diverse team committed to innovation and continuous improvement.
- Why this job: Make a real difference in mental health while developing your leadership skills.
- Qualifications: 4+ years in customer support leadership, especially in healthcare or fast-paced environments.
The predicted salary is between 37000 - 37000 € per year.
Ideal Start: ASAP
Salary: £37,000
Reports to: Head of Client Services
Job Closes: 9th June, may close if a high volume of applications is received
At CARE ADHD, we’re revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible to those who need it. Our client‑centred approach, combined with lean methodology and a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation through a "fail fast" ethos. With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we are committed to pushing boundaries and fostering innovation.
Key Responsibilities
- Directly line‑managing a group of Customer Support Specialists
- Running regular 1:1s, probation reviews, coaching conversations and performance management where required
- Monitoring inbox performance, OKRs, SLAs and overall team output
- Supporting the team with patient escalations, complaints and emotionally sensitive situations
- Reviewing communication quality and helping ensure responses remain empathetic, accurate and professional
- Identifying operational bottlenecks, recurring themes or service risks and escalating these appropriately
- Supporting onboarding and training for new starters
- Working collaboratively with the second Customer Support Team Leader to ensure consistency across the wider CS function
- Helping maintain team structure, accountability and consistency during periods of high pressure
- Working closely with Referrals, Bookings, Clinical Care Hub and Feedback & Resolutions teams to support smooth patient journeys
- Supporting rota management, workload balancing and day‑to‑day operational decision‑making
- Acting as a key point of support for the team whilst helping foster a positive, collaborative and psychologically safe culture
- Contributing to process improvements and helping shape how the Customer Support function continues to scale as the organisation grows
Required Experience and Skills
- 4+ years of leading high‑volume customer support or patient‑facing teams, particularly within healthcare, mental health, wellbeing, healthtech or another fast‑paced service environment
- Previous experience directly line managing or supervising support/customer service teams
- Experience handling escalations, complaints or emotionally sensitive situations
- Confidence managing performance, OKRs and operational delivery
- Experience coaching and developing team members
- Experience working in fast‑paced operational environments with competing priorities
- High organisational skill, ability to balance people leadership with operational delivery
- Ability to stay calm under pressure and create stability during busy or emotionally challenging periods
- Emotionally intelligent and able to support both patients and team members professionally and compassionately
- Proactive and solutions‑focused, with the confidence to escalate concerns early and appropriately
- Comfortable making day‑to‑day operational decisions and balancing competing priorities
- Approachable, supportive and genuinely invested in helping people develop and succeed
- Understand the importance of accountability, consistency and psychological safety within high‑performing teams
- Care deeply about patient experience whilst still maintaining professional boundaries and operational fairness
Bonus Points
- Experience working within healthcare, mental health, neurodevelopmental services or another regulated environment
- Previously led remote or hybrid support teams
- Experience handling complaints, escalations or emotionally sensitive situations
- Worked in a scaling startup or fast‑growing operational environment
What We Value
- Kindness – treating colleagues, partners and everyone we support with respect and care
- Transparency – being open and honest so trust can grow
- Reflection – pausing to learn from experience and improve together
- Growth mindset – always welcoming feedback and challenges as opportunities to develop
- Accountability – taking ownership of our actions and outcomes, not to assign blame but to learn, adapt and improve
- Solution‑seeking – focusing on constructive ways forward, even when things are tough
- Collaboration – sharing ideas, supporting one another and celebrating collective success
Benefits
- Competitive salary
- Work remotely in the UK and hybrid in our Canary Wharf office
- 33 days holiday (including UK public holidays)
- Team get‑togethers
- A paid day off on your birthday
- Office equipment when you join
- Pension contribution
- Be part of one of the UK’s most ambitious HealthTech start‑ups
At Care ADHD, we’re committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.
Customer Support Team Leader - Remote in London employer: Care ADHD
At CARE ADHD, we pride ourselves on being an exceptional employer, offering a competitive salary and the flexibility of remote work within the UK, alongside opportunities for hybrid collaboration in our Canary Wharf office. Our culture is rooted in kindness, transparency, and a growth mindset, fostering an environment where employees can thrive through continuous learning and development. With ambitious goals to expand our services, we provide unique advantages for those looking to make a meaningful impact in the healthcare sector while enjoying generous benefits like 33 days of holiday and a paid day off on your birthday.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader - Remote in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and customer support sectors. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer support. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and how it aligns with the company's values.
✨Tip Number 3
Showcase your emotional intelligence during interviews. Be ready to share examples of how you've handled sensitive situations or escalations in the past. This will demonstrate your ability to manage both team dynamics and patient interactions effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our mission at Care ADHD.
We think you need these skills to ace Customer Support Team Leader - Remote in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in customer support and team leadership. We want to see how your skills align with our mission at CARE ADHD!
Showcase Your Soft Skills:Since this role involves handling emotionally sensitive situations, it’s crucial to demonstrate your emotional intelligence and ability to support both patients and team members. Share examples that reflect your kindness and approachability.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences stand out without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Care ADHD
✨Know the Company Inside Out
Before your interview, take some time to research CARE ADHD. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Prepare for Scenario-Based Questions
Given the nature of the Customer Support Team Leader role, be ready to discuss how you would handle specific situations, such as escalations or emotionally sensitive cases. Think of examples from your past experience that demonstrate your problem-solving skills and emotional intelligence.
✨Showcase Your Leadership Style
As a potential leader, it’s crucial to convey your approach to managing a team. Be prepared to discuss how you foster a positive culture, support team members, and ensure accountability. Highlight any previous experiences where you successfully led a team through challenges.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows that you’re not just interested in the job, but also in contributing to the team's success.
