Role: Client Support Officer
Location: Remote
Reports to: Client Support Team Lead
Salary: £25,000-£28,000 per annum (depending on skills and experience)
Overview
ProblemShared is seeking an experienced client support officer to join the Customer Service team. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company with a client-centred approach.
Company Overview
ProblemShared
is a key innovator in the rapidly expanding field of digital mind health. We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalised solutions that enhance mental well-being and bridge gaps in mental healthcare delivery. We work in partnership with institutions such as the NHS, insurance companies and universities to deliver therapy, psychiatry, neurodevelopmental assessments and post diagnosis care for adults, children and young people. At ProblemShared we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. We embrace difference and individuality and are proud to be an equal opportunity employer. Requirements Key Responsibilities: Serve as the first point of contact for all clients as part of the Client Support team, providing excellent customer service for our diverse client base through phone calls (inbound and outbound), emails, and live chat. Resolve queries as efficiently as possible in line with relevant KPIs. Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems to help support clients across their entire ProblemShared journey, including pre-enrolment. Provide ad-hoc support to our community of practitioners that fulfill our Talk Therapy pathway. Collaborate with the Operations Team to reduce bottlenecks in the client journey and foster a self-serve culture by identifying process and resource gaps (internal and external). Knowledge, Skills & Experience: Required: Proven experience in a client/customer support role using phone (inbound and outbound) and email as the primary communication method. Ability to handle challenging calls in a calm and professional manner. Experience dealing with high volumes of inbound queries in line with Key Performance Indicators (KPIs). Clear, professional, warm, friendly, and informative communication style (both verbal and written). Excellent computer skills and the ability to learn new software quickly. Strong organisational skills and the ability to work cross-functionally. Self-motivated and comfortable with remote working. Desirable: Previous experience in a start-up/scale-up (within HealthTech is a bonus). Previous experience working with neurodiverse people, especially in a client/customer-facing role. Previous experience with Zendesk or similar communication platforms. Must have the right to work in the UK and be based in the UK. No matter who you are, where you’re from, who you love, follow in faith, disability status, ethnicity or the gender you identify with, you're welcome at ProblemShared. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!
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is a key innovator in the rapidly expanding field of digital mind health. We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalised solutions that enhance mental well-being and bridge gaps in mental healthcare delivery. We work in partnership with institutions such as the NHS, insurance companies and universities to deliver therapy, psychiatry, neurodevelopmental assessments and post diagnosis care for adults, children and young people. At ProblemShared we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. We embrace difference and individuality and are proud to be an equal opportunity employer. Requirements Key Responsibilities: Serve as the first point of contact for all clients as part of the Client Support team, providing excellent customer service for our diverse client base through phone calls (inbound and outbound), emails, and live chat. Resolve queries as efficiently as possible in line with relevant KPIs. Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems to help support clients across their entire ProblemShared journey, including pre-enrolment. Provide ad-hoc support to our community of practitioners that fulfill our Talk Therapy pathway. Collaborate with the Operations Team to reduce bottlenecks in the client journey and foster a self-serve culture by identifying process and resource gaps (internal and external). Knowledge, Skills & Experience: Required: Proven experience in a client/customer support role using phone (inbound and outbound) and email as the primary communication method. Ability to handle challenging calls in a calm and professional manner. Experience dealing with high volumes of inbound queries in line with Key Performance Indicators (KPIs). Clear, professional, warm, friendly, and informative communication style (both verbal and written). Excellent computer skills and the ability to learn new software quickly. Strong organisational skills and the ability to work cross-functionally. Self-motivated and comfortable with remote working. Desirable: Previous experience in a start-up/scale-up (within HealthTech is a bonus). Previous experience working with neurodiverse people, especially in a client/customer-facing role. Previous experience with Zendesk or similar communication platforms. Must have the right to work in the UK and be based in the UK. No matter who you are, where you’re from, who you love, follow in faith, disability status, ethnicity or the gender you identify with, you're welcome at ProblemShared. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!
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