User Support Agent

🔒 Confidential Employer
Posted 3 May 2026
LOCATION
London
TYPE
Full-time
LEVEL
Entry-level
SALARY
£32,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Written Communication Problem Solving Intercom AI Tool Proficiency Empathy Attention to Detail User Feedback Analysis Adaptability

FULL DESCRIPTION

User Support Agent

[Employer hidden — view at passion-project.co.uk] is hiring a User Support Agent to provide high-empathy, high-volume support to NHS healthcare workers using their communication platform. The role involves troubleshooting, product expertise, and feedback synthesis. This is a hybrid, full-time position in London.

Location & Work Type

London (Shoreditch) - Hybrid

Employment Type

Full time

Compensation

£28K – £32K • Offers Equity

About [Employer hidden]

Healthcare systems are struggling; our solution is communication. We have a bold vision: everyone involved in a patient's care - including the patient - should be able to communicate easily with each other. And we believe every NHS staff member should be using our software to make that happen. As a User Support Agent at [Employer hidden], you’re the voice of our company to the frontline of healthcare. Over 98% of GP practices use our products, so your work here directly impacts the care received by millions of patients.

Your Day to Day Tasks

  • High-Volume, High-Empathy Support: Handle a high volume of queries via Intercom with clarity, precision, and warmth.
  • Creative Problem Solving: Use curiosity to dig into the 'why' and troubleshoot the 'how' to find solutions.
  • Mastering the Machine: Become an expert in our platform. Curiosity about AI tools and LLMs is a plus.
  • Shaping the Product: Synthesise user feedback into clear insights for Product teams.
  • Championing Clinical Excellence: Maintain high standards for data integrity, privacy, and safety.

We’d Love to Hear From You If...

  • You are a 'Writer': You take pride in written communication and can simplify complex technical fixes.
  • You are Relentlessly Curious: You love learning and stay on the case until it's solved.
  • You are Composed: High volume energises you; you stay calm and focused.
  • You are AI-Curious: Genuine interest in technology and AI for support.
  • The '[Employer hidden] Factor': You don't need a long CV but must have a massive heart for healthcare.

A Note on Experience

We’re looking for a specific kind of spark. Whether you’ve just graduated, are career-changing, or have a background in retail or hospitality, we’re interested in your ability to think on your feet. If you have a way with words, a genuine heart for helping people, and the curiosity to unpick tricky problems, we’d love to hear from you.

What We Can Offer

£28,000 - £32,000 salary + the value of £14,500 share options, access to Happl flexible benefits (£400 budget), flexible working (office first, 3 days/week), enhanced parental leave, free healthy breakfasts, snacks and lunches provided by our in-house chef.

Interview Process

  • A brief phone call with a User Support Manager or talent team member.
  • A short test (no longer than 30 minutes).
  • Onsite interview day at HQ including product demonstration and interview with Head of Support.
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