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For Companies At a Glance
- Tasks: Be the first point of contact for clients, providing warm support via phone, email, and live chat.
- Company: Join ProblemShared, a digital healthcare leader focused on mental health and neurodevelopmental care.
- Benefits: Enjoy a competitive salary, flexible working, 30 days leave, and private health insurance.
- Why this job: Make a meaningful impact while working in a supportive, innovative team that values empathy.
- Qualifications: Experience in client-facing roles, calm under pressure, tech-savvy, and self-driven.
- Other info: We celebrate diversity and offer tailored opportunities to help you shine.
The predicted salary is between 24000 - 32000 £ per year.
Workpattern: Mon - Fri, 40 hrs per week, Fully remote
Reporting to: Customer Support Team Lead
Team: Customer Support - total team of 9
Salary: £28,000
About the Job
Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.
About Us
The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.
ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.
The Role:
In this role you will serve as the first point of contact for all our clients within the Client Support team, providing excellent customer service for our diverse client base via phone and online systems and resolve queries as efficiently as possible within the business KPIs & SLAs.
- Be the first point of contact for clients, offering warm, professional support across phone, email, and live chat
- Collaborate with the Operations Team to smooth out client journeys, reduce friction, and champion a self-service culture by identifying and addressing process gaps
- Become a platform expert, mastering our systems and processes to guide clients through every step of their ProblemShared experience—from first contact to pre-enrolment
- Support our practitioner community, offering ad-hoc assistance to ensure they can focus on delivering outstanding care.
What we are looking for:
- Proven experience in a client-facing support role, confidently handling both inbound and outbound calls and emails
- A calm, professional demeanour—even when conversations get tough
- Comfort working in a fast-paced environment with high volumes of queries, while meeting KPIs and SLAs
- Tech-savvy with excellent computer skills and a quick learner when it comes to new systems
- Quick to pick up new ways of working and processes
- Self-driven and comfortable working remotely
Desirable
- Experience in a start-up or scale-up environment (bonus points for HealthTech!)
- Familiarity working with neurodiverse individuals in a support capacity
- Hands-on experience with Zendesk or similar platforms
Competencies:
- Communicates clearly and kindly—both in writing and over the phone
- Stays calm under pressure and takes a methodical, helpful approach to problem-solving
- Thrives in a team that values empathy, innovation, and continuous improvement
What we offer:
- Excellent salary
- Employer matched pension
- 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
- Private health insurance
- Enhanced family friendly policies
- Flexible working with the option of free co-working
- All company and team in person meet ups
- Access to a range of wellbeing activities
- Access to development / training opportunities to support your career ambitions
- One volunteering day a year
Our Recruitment Process and Next Steps:
At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.
We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.
Once we review your CV a member of our recruitment team will be in touch to learn more about your experience and motivations. There will also be a short task to complete following successful screening. The next step is to meet with our hiring team who will take you through an interview to allow you to demonstrate your ability and suitability for the role. If successful we will move to an offer of employment and pre-employment checks.
We know that applying for a new role and considering a new team to join can be a daunting process. If you have never worked remotely before, this can also generate a lot of questions regarding the environment and ways of working. We aim to make your experience with us as informative and enjoyable as possible.
Please don’t hesitate to apply - we would love to hear from you!
Customer Support Agent employer: Problemshared
Contact Detail:
Problemshared Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with the tools and platforms mentioned in the job description, especially Zendesk or similar customer support systems. Being able to demonstrate your proficiency with these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Research ProblemShared and their approach to mental health and neurodevelopmental care. Understanding their mission and values will help you align your responses in interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully handled challenging customer interactions. Highlighting your calm demeanour and problem-solving skills will resonate well with the hiring team, as these are key competencies for the role.
✨Tip Number 4
Since the role is fully remote, be ready to discuss your strategies for staying organised and productive while working from home. Sharing your experience with remote work can reassure the hiring team that you can thrive in their flexible environment.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support roles. Emphasise your ability to handle both inbound and outbound communications, as well as any experience with tech platforms like Zendesk.
Craft a Compelling Cover Letter: In your cover letter, express your passion for providing exceptional customer service. Mention specific examples of how you've successfully resolved client queries in the past and how you align with the values of ProblemShared.
Showcase Your Skills: Highlight your calm demeanour and problem-solving skills in your application. Provide examples of how you've thrived in fast-paced environments and met KPIs and SLAs, as these are crucial for the role.
Prepare for the Interview: Research ProblemShared and their mission in the digital healthcare landscape. Be ready to discuss how your background and experiences make you a great fit for their team, especially in supporting neurodiverse individuals.
How to prepare for a job interview at Problemshared
✨Showcase Your Customer Service Skills
As a Customer Support Agent, your ability to provide excellent service is crucial. Prepare examples from your past experiences where you successfully handled customer queries, especially in challenging situations. Highlight your calm demeanour and problem-solving skills.
✨Familiarise Yourself with the Company
Research ProblemShared and understand their mission, values, and the services they offer. Being knowledgeable about their approach to mental health and neurodevelopmental support will demonstrate your genuine interest in the role and the company.
✨Prepare for Remote Work Questions
Since this role is fully remote, be ready to discuss your experience working independently and managing your time effectively. Share strategies you use to stay organised and productive while working from home.
✨Emphasise Tech Savviness
ProblemShared values tech-savvy individuals. Be prepared to discuss your experience with customer support platforms like Zendesk or similar systems. If you have any examples of how you've quickly adapted to new technologies, make sure to mention them.
