- Location
- London, England, United Kingdom · published
- Type
- Full-time
- Department
- Finance
- Source
- Workable
Description
ABOUT QUANTUMLOOPAI
QuantumLoopAI is transforming how patients access NHS primary care. Our AI-powered reception system, EMMA, serves millions of NHS patients, helping GP surgeries manage demand, reduce phone queues, and ensure patients get the right care at the right time. Backed by leading healthcare investors and working with NHS practices across England, we are building the future of primary care access. As we prepare for our Series A and expand our team, we are looking for exceptional people who want to make a genuine difference to the NHS.
ABOUT THE ROLE
As our client base grows, 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. We are looking for an organised, proactive and customer-focused Customer Support and Product Specialist to sit at the centre of the business, working across external clients and internal teams including Customer Success, Sales, Product and Engineering. You will report directly to the COO and CPO.
This is not a traditional support role. You will manage customer enquiries and coordinate resolutions, but you will also review call recordings, investigate product issues, identify trends, and ensure customer feedback reaches the teams who can act on it. Your work will directly influence product development, customer satisfaction and the quality of care that NHS patients receive.
WHAT YOU WILL DO
Customer Support
- Manage incoming support tickets, emails and phone enquiries from GP practices.
- Investigate and resolve customer issues in a professional and timely manner, within agreed service level agreements.
- Take ownership of customer issues from initial enquiry through to resolution, keeping customers updated throughout.
- Conduct troubleshooting sessions with customers via phone, email and video calls.
- Build trusted relationships with NHS practice managers and become their primary point of contact for support.
- Manage customer expectations and provide reassurance during incidents, service disruptions and technical investigations.
Product, Technical and Quality Assurance
- Investigate reported issues and gather relevant information before escalating to Engineering.
- Review call recordings, transcripts, system logs and customer journeys to identify root causes.
- Conduct regular quality assurance reviews of EMMA interactions to ensure accuracy, consistency and compliance.
- Test fixes and validate solutions before communicating updates to customers.
- Identify opportunities to improve call flows, patient journeys, responses and automation processes.
- Assist with testing and validating new product releases before deployment to customers.
- Maintain accurate records of issues, resolutions and known workarounds.
Compliance, Patient Safety and Service Management
- Monitor customer-reported incidents, service disruptions and system issues, ensuring all are logged and tracked.
- Support compliance with NHS information governance and patient safety requirements.
- Review customer interactions to identify potential clinical safety, patient experience or compliance concerns.
- Escalate patient safety concerns, safeguarding issues or clinical risk through appropriate internal processes.
- Provide clear and timely updates during service interruptions or critical incidents.
Product Improvement and Customer Feedback
- Identify recurring customer issues and trends across the support queue.
- Gather and analyse customer feedback, presenting recommendations for product improvements.
- Ensure customer pain points are represented in product discussions and development planning.
- Produce regular reports highlighting common issues, feature requests and customer satisfaction trends.
Support Operations
- Manage support queues, ticket workflows and knowledge base documentation.
- Monitor response times and resolution times against SLAs.
- Help establish and improve support processes as the function grows.
- Support the creation of customer-facing guidance, FAQs and training materials.