Customer Support Specialist

Accurx

Customer Support Specialist resolving inbound queries and optimizing workflows for a healthcare communication platform. Collaborating cross-functionally while maintaining high standards of customer service and support.

Posted 7/16/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £30,000 - £32,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service management, technical triage, and operational support while leveraging AI tools to enhance workflows. Maintains high standards for data integrity and privacy, ensuring compliance with service level agreements.

Highest-signal resume keywords

Customer Service ExperienceTechnical TriageAI Tool UtilizationStrong Communication SkillsProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResponseTicketing ManagementCRM NavigationData IntegritySLA Adherence

Soft Skills

Composure Under PressureCreative Problem SolvingEffective Written CommunicationCollaboration

Tools & Technologies

IntercomHelp Centre ManagementMacro Libraries

Industry Keywords

Healthcare ProductivityCustomer SuccessGo-To-Market (GTM)Clinical Excellence

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Resolving inbound queries: Manage a high volume of live chats and emails via Intercom with clarity, precision, and warmth. You will directly own your individual customer service scores, response times and quality
Technical triage & escalation: Act as a first-line contributor to incident response. You will triage inbound workflows and escalate bugs to our technical team
Project contribution: Support cycle-level initiatives, e.g. testing new AI tools or rolling out process changes, alongside the opportunity to own specific operational areas.
Becoming a subject matter expert: Master our platform inside out. You’ll handle backend operations and leverage AI tools to optimise your workflows.
Knowledge centre maintenance: Update our external Help Centre and internal macro libraries in real-time as you uncover gaps.
Cross-functional collaboration: Use frontline insights for our Product, Customer Success, and Go-To-Market (GTM) teams, running "buddy shifts" to share knowledge across the business.
Championing clinical excellence: Maintaining strict adherence to SLAs and the highest standards for data integrity, privacy, and safety.

Requirements

What you’ll need

You are a problem solver: You love digging into a challenge, thinking on your feet, and finding creative workarounds.
You are a strong communicator: You take pride in your written communication, translating complex technical fixes into simple, human language.
You stay composed under pressure: High-volume queues and rapid spikes in incidents energise you. You stay calm, kind, and focused when things move fast
You're motivated to Solve Healthcare Productivity: You're driven by our mission and a desire to do the best work of your life.
You are curious about AI: You want to, or already use, AI tools to speed up your personal workflows, practically apply them, and want to be somewhere you can actively implement your ideas
You should have prior experience in a Customer Service (CS) role, Contact Centre, Helpdesk, or a clinical frontline setting. Having a proven track record of managing ticketing queues, navigating a CRM, and hitting performance SLAs will allow you to hit the ground running.

Benefits

Comp & perks

£30,000 - £32,000 salary + £7,500 default share options
adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life
We are an office first culture and ask that you’re in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am - 4pm
You’ll get 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!