Location: Remote
Reports to: Client Support Team lead
Salary: £28,000 per annum
Closing date:
The role
We are looking for an experienced customer support agent to join our team.
If you are motivated self starter with exceptional attention to detail, Customer service, impeccable telephone manner, great with systems and are keen to work in a high-performing team, then this role is calling for you!
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.
What you will do
- 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.
Experience and qualifications
Required
- 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
- Strong organisational skills and a collaborative mindset
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
Competencies required
- 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
About Us
ProblemShared is a key innovator in the rapidly expanding field of digital mind health.
As a practitioner-led, CQC-regulated community of experts, we work together with individuals and organisations such as NHS trusts, universities and private medical insurers to better equip them on their mind health journeys.
By harnessing the combined power of people, data and technology, we broaden access to safe and effective talk therapy, neurodevelopmental assessments, and post-diagnostic support.
What we offer
- Competitive salary with great benefits including;
- Employer matched pension
- 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
- Private health insurance
- Enhanced family friendly policies
- Flexible working with the option of free co-working
- All company and team in person meet ups
- Access to a range of wellbeing activities run by our Wellbeing and Culture committee.
- Access to development / training opportunities to support your career ambitions.
One volunteering day a year
Our Recruitment Process and Next Steps
At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.
We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.
- Once we review your CV a member of our recruitment team will be in touch to learn more about your experience and motivations.
- The next step is to meet with our Client Coordinator medications team who will take you through an interview to allow you to demonstrate your ability and suitability for the role. If successful we will move to an offer of employment and pre-employment checks.
We know that applying for a new role and considering a new team to join can be a daunting process. If you have never worked remotely before, this can also generate a lot of questions regarding the environment and ways of working. We aim to make your experience with us as informative and enjoyable as possible.
Please don't hesitate to apply - we would love to hear from you!
