Patient Support & Helpdesk Automation Specialist

Hub; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Meaningful work

Shape how support works

Collaborative team

Exposure to digital health

Job summary

Liva seeks a dedicated support professional to help patients and coaches across phone, chat and email. You will answer questions, resolve issues, and drive improvements to the help centre and automations to get faster answers.

You’ll work with a collaborative team and gain exposure to digital health scale, patient safety, and data protection. Experience across channels and a calm, empathetic communication style are essential.

Qualifications

• Experience in customer or patient support across several channels.
• Excellent written communication, and the ability to stay calm in difficult conversations.
• Experience with a CRM or helpdesk, including building automations or workflows.
• An interest in health, wellbeing or helping people change their habits.
• Help centre or knowledge base writing.
• Understanding of data protection and safeguarding.

Responsibilities

• Supporting patients, coaches and partners across phone, chat and email, so everyone gets a quick, helpful answer.
• Helping patients use our app and programmes, and fixing problems when things go wrong.
• Handling first-line concerns and complaints with care, and escalating when needed.
• Writing and improving help centre articles, so patients can find answers themselves.
• Building automations and workflows in our helpdesk to make support faster and simpler.
• Spotting common issues and helping us fix them at the root.

Skills

Multi-channel support

Excellent written communication

CRM/helpdesk automation

Interest in health and wellbeing

Help centre writing

Data protection knowledge

Job description

Liva seeks a dedicated support professional to help patients and coaches across phone, chat and email. You will answer questions, resolve issues, and drive improvements to the help centre and automations to get faster answers.

You’ll work with a collaborative team and gain exposure to digital health scale, patient safety, and data protection. Experience across channels and a calm, empathetic communication style are essential.