User Support Specialist

User Support & Product Specialist – HealthTech Startup London – King’s Cross | £40k | HealthTech | Tech for Good | 4-Day Working Week We’re working with a HealthTech startup that is revolutionising NHS software, tackling inefficiencies and modernising the tools used across the healthcare system. By transforming the way technology supports medical professionals, this company is having a direct impact on patient care, saving time, and improving outcomes. This role blends user support and product expertise , helping customers navigate cutting-edge healthcare solutions while feeding insights back to the product team. If you thrive in technical environments, enjoy solving complex problems, and want to make a real difference in healthcare, this is the role for you What You’ll Do: Be the first point of contact for users and patients, troubleshooting technical and non-technical queries via live chat, email, and video calls. Ensure rapid responses within SLAs, achieving high CSAT scores. Act as an Incident Manager , escalating product bugs and overseeing the incident management process. Maintain and create support content (articles, videos, interactive demos) to empower users to self-serve. Use tools like PowerBI, Mixpanel, and Microsoft Azure to diagnose issues and analyse user behaviour. Support product launches by preparing the support team for new releases. What We’re Looking For: Experience in customer support, technical support, or product operations . A passion for solving complex problems and improving user experience. Strong communication skills and the ability to work with both technical and non-technical stakeholders. Ability to quickly learn and navigate multiple tools and platforms. Healthcare experience not required , but an interest in tech for good is a big plus Why Join? 4-day working week – supporting NHS users means our team operates throughout weekends and bank holidays, so shifts are structured accordingly. Shift patterns: 6:30 AM – 2:30 PM or 1:30 PM – 8:00 PM (weekday online hours). Be part of a mission-driven team that’s actively changing lives through technology. Competitive salary, flexible working, and a collaborative culture. Apply now to be part of a game-changing team in HealthTech