Customer Support Agent, ProblemShared
£28k
More information about location
Online therapy platform
Job no longer available
Online therapy platform
201-500 employees
Job no longer available
£28k
More information about location
201-500 employees
Company mission
ProblemShared's mission is to continually evolve and advance the provision of mind health and neurodevelopmental care, treatment and support.
Role
Who you are
- 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
- 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
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
What the job involves
- Mon - Fri, 40 hrs per week, Fully remote
- Reporting to: Customer Support Team Lead
- Team: Customer Support - total team of 9
- 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 KPI’s & SLA’s
- 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
Salary benchmarks
Our take
ProblemShared is a new entrant in the field of digital mental health. The company has built an online community of high-quality mental health practitioners, available over a highly secure video consulting platform, to broaden access to mental health services in the UK. The company put emphasis on the quality of the care and is licensed by the Care Quality Commission, the national health regulatory body for England, Wales and Northern Ireland and by Health Improvement Scotland.
ProblemShared are growing rapidly with a very strong, clinically-led team of therapists, psychologists and psychiatrists. The company can diagnose and treat conditions ranging from mild depression and ASD through to complex PTSD.
The company's vision is not only to reach out and help individuals seeking help - ProblemShared also work with universities, therapy practices, and wider businesses to help broaden access to mental health services for their students, clients, and employees.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Hard working team
"I am able to work with a supportive and hard working team who strive to do the best for our clients whilst also looking out for one another; i am..."
Company benefits
- Salary: Competitive with participation in the company equity scheme
- 30 days annual leave plus bank holidays
- Private health insurance from day one for all employees using Vitality, this includes online GP services, London hospitals where required, access to the app and benefits and rewards through healthy living.
- Laptop, monitors and any other necessary work equipment provided
- Fully remote but options to work from serviced offices as and when required. We use a variety of serviced offices throughout the country that meet the needs of those who wish to use them.
Company values
- HUMAN-CENTRIC - Everything we do is focused on improving lives. We embrace the difference in each human being and in doing so, help them to thrive
- EXCELLENCE - We provide exceptional care. Full stop
- INNOVATIVE - …in the way we work, in our service delivery and in the technology that underpins what we do. Throughout our innovation journey, data will be used as a force for good, driving our efforts to provide personalised care
- COLLABORATIVE - We forge meaningful partnerships with like-minded organisations and people to deliver on our vision
- GENEROUS - We share our knowledge, time and resources with the ProblemShared community to create the building blocks for an empowering environment where everyone feels supported
- REFLECTIVE - In the spirit of continuous improvement we always strive to be better today than we were yesterday
Company HQ
Holborn, London, UK
Leadership
Nick Nabarro
(CEO)Previously worked in A&E and Acute Medical Units in hospitals, as well as training to be a GP in Scotland.
Tika Nabarro
(Head of Legal)Previously Lawyer at Allens Arthur Robinson for four years. Also founded Mimmelu in 2006.
Diversity, Equity & Inclusion at ProblemShared
- As a mind health company, it is our mission to help individuals by assessing and understanding their mind health needs, whether that be mental health therapy or special learning needs. This naturally attracts a number of applicants to roles within ProblemShared who themselves are Neurodivergent and we welcome those skills to help us grow our team and understand our clients better. Our policy is to recruit the best person for the job and that has provided us with a diverse and included workforce at ProblemShared.
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