Head of User Support, Accurx
ÂŁ60-80k
+ the value of ÂŁ50,750 share options
3+ days a week in office (Shoreditch, London)
Patient communication for healthcare professionals
Open for applications
Patient communication for healthcare professionals
201-500 employees
Open for applications
ÂŁ60-80k
+ 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 experience working in a product-led organisation, having worked with a variety of different stakeholders to embed product feedback into the company strategy and operational plans
- You have experience leading a high-performing, technically minded, in-house support or customer service team. You excel at mentoring and leading a team of passionate individuals and are deeply invested in their personal and team growth whether thatâs direct reports or through coaching the managers in your team
- Youâre data-driven: You have experience using data to inform decisions, measure impact, and continuously improve processes. You use data from user conversations as well as listening to the wider team to inform your thinking
- Youâre a change agent and you have experience testing new approaches and implementing new strategies. Youâre eager to contribute to the constant evolution of your team and the business, for example improving first response times by using AI and other tools
- You have excellent communication skills with the ability to distill complex technical information into clear, actionable insights, adapting your messaging and tone of voice with ease
- You have strong stakeholder management expertise to develop key working relationships with our product and engineering teams
- Youâre adaptable, resilient and move with pace: You thrive in fast-paced environments, remaining calm and focused amid complexity. Youâre not afraid to challenge the status quo, ask why and think differently
What the job involves
- As Head of User Support, reporting into the Chief of Staff, 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 defining how we work with our Product and Engineering teams to create fantastic products for our users and strategically shaping and scaling the User Support function to align it with company goals, meanwhile fostering a high performing team
- Devising a high impact operating strategy and vision: You'll set the strategy and vision for the User Support team, to ensure the team can deliver effectively against the company and team objectives, vision and priorities
- Streamlined Service Reporting: Youâll work with the Head of Service Management to deliver 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
- Effective project management: Youâll manage high-impact and high-importance user support projects that are a strategic priority for the business
- High performing User Support team: Youâll manage the team, ensuring they are developing professionally and 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
- Strong stakeholder management: Youâll maintain strong relationships with our Market General Managers and other functional leads across Product, Engineering, and Customer Success, so that the user support team can deliver against its strategy and vision
- Delivering robust tooling: Youâll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support
- Proving a clear point for escalations: Youâll own 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
$36.2m
SERIES B
Mar 2019
$11.6m
SERIES A
Total funding: $47.8m
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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