Customer Support Manager, Accurx
ÂŁ55-75k
+ the value of ÂŁ50,750 share options
3+ days a week in office (Shoreditch, London)
Patient communication for healthcare professionals
Posted today
Patient communication for healthcare professionals
201-500 employees
Posted today
ÂŁ55-75k
+ the value of ÂŁ50,750 share options
3+ days a week in office (Shoreditch, London)
201-500 employees
Company mission
To make patients healthier and healthcare staff happier.
Role
Who you are
- You have previous experience leading a high performing support or customer service team
- You're an excellent communicator with the ability to translate âthe complexâ to âthe simpleâ and adapt to different audience
- You are proactive - you love solving problems and being a part of the solution
- Youâre enthusiastic to try new methods, switching up processes and coming up with new ideas, however big or small
- You're excited by change and a fast-paced learning environment
What the job involves
- As Customer Support Manager, you will be responsible for leading the entire function, ensuring our users receive exceptional support when they need it the most. You will be responsible for strategically shaping and scaling the Customer Support function, aligning it with company goals and will foster a high performing team
- Contributing to the Customer Support Operating Strategy and Vision: Youâll work closely with the Chief of Staff to set the strategy and vision for the Customer Support team, in the context of company and team objectives, visions and priorities
- Service Reporting: Youâll play a key role in the Service Management function as a whole, working with the Head of Service Management to have a comprehensive and combined approach to service management, to meet the standards and requirements agreed with our valued NHS customers
- Driving Cross-Functional Improvements: Youâll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans
- Project Management: Youâll manage high-impact or high-importance user support projects that are a strategic priority for the organisation
- Line Management: Line managing the support team members, ensuring they are developing professionally, feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practice, and implementing innovative ways to deliver support
- Stakeholder Management: Youâll maintain strong relationships with key stakeholders and other functional leads/Exec members so that the user support team can deliver against its strategy and vision
- Tooling: Oversee the implementation, improvements and administration of Customer Support tools to enhance the delivery of support
- Customer Support Escalations: Owning user support escalations, particularly those which might be sensitive or difficult to navigate
Salary benchmarks
Our take
Communication between patients and nurses/doctors has typically happened via telephone call or post. This outdated technology is costly and doesn't provide a great experience. Accurx solves this problem with its communication and collaboration platform.
Accurx is building tools that allow GPs and other healthcare providers to communicate more efficiently with their patients and with each other in order to deliver top-quality care. Its products are now used in over 95% of GP practices. This is testament to the value of Accurx's platform.
Since raising considerable funding, Accurx has been focused on growing its team and developing its products, including batch messaging between clinics and patients, to help care sites ease the burden of long wait lists and understaffing. With these challenges continuing to mount for the health system, Accurx is likely to remain in high demand for the foreseeable future.
Steph
Company Specialist at Welcome to the Jungle
Insights
56% female employees
30% employee growth in 12 months
Glassdoor (3.6)
Company
Employee endorsements
Meaningful work
"I feel privileged every day to be improving how healthcare is delivered. We already make a huge impact, and we're just getting started. We regularly..."
Funding (2 rounds)
Sep 2021
$34.7m
SERIES B
Mar 2019
$11.1m
SERIES A
Total funding: $45.8m
Company benefits
- đŠâđł We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
- đ˘ We are office first, all accuFolk come to our office in Shoreditch 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.
- đ¤ Access to Happl - a flexible benefits provider with a given budget of ÂŁ600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.
- đ Allocated annual learning & development budget
- đŁ Enhanced parental leave policy (18 weeks of leave at full pay for both birthing and non-birthing during your childâs first 5 years)
- đ Working abroad policy (work from anywhere for two weeks, up to twice per year)
Company values
- Fix healthcare communication
- Raise the bar
- Embrace challenge
- Be a driver, not a passenger
- Succeed together
- Move with urgency
- Be relentlessly resourceful
Company HQ
London, UK
Articles
Leadership
Jacob Haddad
(Co-Founder)Started their career in healthcare consulting with Newton Europe and Outcomes Based Healthcare. Joined Entrepreneur First where they started Accurx.
Diversity, Equity & Inclusion at Accurx
- Each health system is made up of a diverse workforce, serving 100% of the population. We are building for them, not us. We can only transform health systems if we build a diverse team, rich with different backgrounds, opinions and personalities.
- We particularly welcome applications from those who are significantly underrepresented in the technology sector, such as women, trans people, non-binary people, people with disabilities and people from black and underrepresented ethnic communities.
- You can find more information about Diversity, Inclusion and Belonging at Accurx on our Candidate Hub - https://accurx.notion.site/Diversity-Equity-Inclusion-Belonging-DEIB-24cc8751696f4434b4af64efd9de1b1a
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