Client Support Agent

Employer: ProblemShared

Position: Client Support Agent
Salary: £28,000 per year
Job Type: Full-time
Work location: Fully remote

FULL JOB DESCRIPTION

As a Client Support Agent at ProblemShared, you’ll serve as the first point of contact handling high-volume inbound/outbound phone calls, emails, and live chat for patients seeking ADHD, Autism, and learning difference assessments, resolving queries efficiently while maintaining composure under pressure and prioritising exceptional patient experience throughout their mental health journey. This fully remote Monday-Friday role (9am-5:30pm) supports NHS, university, and insurer contracts through the digital healthcare platform combining people, data, and technology for wrap-around care including psychoeducation, prescribing, and therapy. You’ll collaborate with operations and practitioners to streamline client journeys while mastering internal systems and KPIs within a supportive scale-up environment focused on neurodevelopmental excellence.

Your Responsibilities include:

• Handle high-volume client enquiries via phone, email, and live chat resolving issues per KPIs.

• Support clients across entire ProblemShared journey including pre-enrolment processes.

• Provide ad-hoc assistance to Talk Therapy pathway practitioners.

• Collaborate with Operations identifying process gaps to foster self-serve culture.

Work Schedule

Full-time 40 hours per week.

Monday-Friday 9am-5:30pm (1 hour lunch).

Fully remote with flexible working arrangements.

You Will Have 

• Professional, friendly communication style (verbal/written).

• Excellent organisational skills working cross-functionally.

• Self-motivated thriving in remote work environment.

• Desirable: HealthTech/start-up experience, neurodiversity client support, Zendesk.

Requirements

• Proven client/customer support experience using phone (inbound/outbound) and email.

• Ability to handle challenging calls calmly maintaining professional composure.

• Experience managing high-volume queries against Key Performance Indicators.

• Strong computer skills with rapid software learning capability.

Benefit

• £28,000 salary + discretionary annual performance bonus.

• 30 days annual leave + public holidays + buy/sell leave options + sabbatical.

• Private health insurance, company pension, enhanced family policies.

• Company events, wellbeing activities, 1 volunteering day annually.

• Blue Light card discounts and career development opportunities.

Three-stage recruitment:

1) Screening call, 

2) Task and Interview, 

3) Offer. 

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Application Process

if you’re interested in this role, check out more information on the OFFICAL WEBSITE HERE and apply now.