Accurx
User Support Service Manager (Maternity Cover)
1mo ago
40000 –50000 / yearEuropeRemote
Manage and elevate user support services ensuring world-class user experience for healthcare software.
Responsibilities
- People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel.
- Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations.
- Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one.
- Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores.
- AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience.
- Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights.
- Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking.
Other
- For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we're changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care.
- What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts.
- Our platform now powers Total Triage to manage patient demand, and Self-Book that lets patients schedule their own appointments in seconds. We've automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We're now pushing the boundaries of the consultation itself with Accurx Scribe , our AI-powered note-taker that drafts medical notes in real-time.
- We're not just shipping features. We're giving clinicians their time back and ensuring every patient journey is as smooth as it should be.
- As the User Support Service Manager, you will directly shape the quality and consistency of our user experience. Your mission is to elevate our support function to a world-class standard, ensuring Accurx stands out as a market leader during competitive tender processes.
- Key Responsibilities & Projects We need a leader who can move at pace to drive high-impact initiatives, including:
- Boosting CSAT: Implementing strategies to quickly transform customer satisfaction.
- Optimising Workflows: Automating responses and processes to drastically reduce first-response and incident response.
- Team Development: Raising performance standards and coaching the team to excellence.
- We need someone who delivers impact fast.
- Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one.
- The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before.
- Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly.
- Calm Under Pressure: You deliver at pace. When volume spikes or incidents occur, you keep the team focused and the service running smoothly.
- Proactive Friction-Fixing: You look past individual tickets to solve root-cause problems in our tools, processes, and user journeys.
- Collaborative Diplomacy: You easily bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross-functional action.
- You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to Solve Healthcare Productivity.
- Salary £40-50K
- Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you're at in life
- Flexible Working: 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
- Time off: You'll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year
- Family matters: We offer enhanced parental leave, fertility support and parental loss support
- We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
- Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub .
- Find us across social media: Medium · LinkedIn · X · Instagram · YouTube