Location
London, Canary Wharf - Office-based, Monday to Friday

Hours
Full Time - Five days per week

Salary
Competitive salary (details provided upon application)

About the Role
QuantumLoopAI is transforming how patients access NHS primary care through EMMA, our AI-powered reception system used by millions of NHS patients. As we expand, we are building a dedicated customer support function to ensure every GP practice using EMMA receives exceptional support and that their feedback directly improves our product.

As a Customer Support and Product Specialist, you will be at the heart of the business, working closely with external clients and internal teams including Customer Success, Sales, Product, and Engineering. Reporting directly to the COO and CPO, this role goes beyond traditional support. You will manage customer enquiries, coordinate resolutions, review call recordings, investigate product issues, identify trends, and ensure customer feedback informs product development.

Your work will directly influence product improvements, customer satisfaction, and the quality of care NHS patients receive.

Key Responsibilities
Customer Support
Manage incoming support tickets, emails, and phone enquiries from GP practices.
Investigate and resolve customer issues professionally and within agreed SLAs.
Take ownership of customer issues from initial enquiry to resolution, keeping customers updated.
Conduct troubleshooting sessions via phone, email, and video calls.
Build trusted relationships with NHS practice managers as their primary support contact.
Manage customer expectations during incidents, service disruptions, and technical investigations.

Product, Technical and Quality Assurance
Investigate reported issues and escalate to Engineering when necessary.
Review call recordings, transcripts, system logs, and customer journeys to identify root causes.
Conduct quality assurance reviews of EMMA interactions to ensure accuracy and compliance.
Test fixes and validate solutions before communicating updates.
Identify opportunities to improve call flows, patient journeys, responses, and automation.
Assist with testing and validating new product releases.
Maintain accurate records of issues, resolutions, and workarounds.

Compliance, Patient Safety and Service Management
Monitor and log customer-reported incidents, service disruptions, and system issues.
Support compliance with NHS information governance and patient safety requirements.
Review interactions to identify clinical safety, patient experience, or compliance concerns.
Escalate patient safety or clinical risk issues appropriately.
Provide clear updates during service interruptions or critical incidents.

Product Improvement and Customer Feedback
Identify recurring issues and trends.
Gather and analyse customer feedback to recommend product improvements.
Ensure customer pain points are represented in product discussions.
Produce regular reports on common issues, feature requests, and satisfaction trends.

Support Operations
Manage support queues, ticket workflows, and knowledge base documentation.
Monitor response and resolution times against SLAs.
Help establish and improve support processes.
Support creation of customer-facing guidance, FAQs, and training materials.

Experience
- Previous experience in customer support, customer success, customer service, or account management.
- Experience managing multiple priorities in a fast-paced environment without compromising quality.
- Strong problem-solving and investigative skills.
- Experience using CRM, ticketing, or customer support systems.
- Confident speaking with customers by phone and video call.
- Experience analysing support data to identify trends and improvement opportunities.
- Right to work in the UK without sponsorship.
- Commutable to Canary Wharf for full-time office-based work.

About You
- Exceptional written and verbal communication skills; able to explain technical issues clearly to non-technical stakeholders and write professional incident updates.
- Highly organised with excellent attention to detail.
- Ability to remain calm and professional when handling complaints or escalations.
- Proactive, customer-focused, and able to build trusted relationships.

Desirable
- Experience working within NHS primary care, healthcare technology, or digital health.
- Experience supporting AI, SaaS, telephony, or cloud-based software platforms.
- Understanding of NHS operational processes, patient access challenges, and healthcare compliance.
- Experience conducting quality assurance reviews, audits, or service investigations.
- Familiarity with incident management, root cause analysis, and service reporting.
- Experience collaborating with Product, Engineering, or Clinical Safety teams.
- Understanding of APIs, integrations, technical troubleshooting, and software deployments.
- Experience translating customer feedback into product improvements.

Qualifications
We value skills and experience over formal qualifications.