Client Support Agent

Workpattern: Mon - Fri, 40 hrs per week, Fully remote

Reporting to: Client Support Team Lead

Team: Customer Support - total team of 9

About the Job

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.

About Us

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

The Role:

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 within our talk Therapy pathways via phone and online systems and resolve queries as efficiently as possible within the business KPI’s & SLA’s.

You will:

• 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.

What we are looking for:

• 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

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:

• 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

What we offer:

• Excellent salary
• 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
• 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
• There will also be a short task to complete following successful screening
• The next step is to meet with our hiring 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!