{"id":744953,"url":"https://alion.io/job/quantumloopai-customer-support-and-product-specialist","title":"Customer Support and Product Specialist","company":{"id":686295,"name":"QuantumLoopAI","domain":"quantumloopai.com","url":"https://alion.io/company/quantumloopai","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"D","score":43,"open_postings":21,"ghost_share":0.952,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Product","role_family":"Product","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":184000,"period":"year","method":"role_country_seniority_unknown","sample_n":217},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-07-07T00:00:00Z","employer_posted_date":"2026-07-07","last_verified_at":"2026-10-21T17:53:38Z","board_verified":true,"closed_at":null,"days_open":107,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":107},"description":"ABOUT QUANTUMLOOPAI\nQuantumLoopAI 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.\nABOUT THE ROLE\nAs 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.\nThis 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.\nWHAT YOU WILL DO\nCustomer Support\nManage incoming support tickets, emails and phone enquiries from GP practices.\nInvestigate and resolve customer issues in a professional and timely manner, within agreed service level agreements.\nTake ownership of customer issues from initial enquiry through to resolution, keeping customers updated throughout.\nConduct troubleshooting sessions with customers via phone, email and video calls.\nBuild trusted relationships with NHS practice managers and become their primary point of contact for support.\nManage customer expectations and provide reassurance during incidents, service disruptions and technical investigations.\nProduct, Technical and Quality Assurance\nInvestigate reported issues and gather relevant information before escalating to Engineering.\nReview call recordings, transcripts, system logs and customer journeys to identify root causes.\nConduct regular quality assurance reviews of EMMA interactions to ensure accuracy, consistency and compliance.\nTest fixes and validate solutions before communicating updates to customers.\nIdentify opportunities to improve call flows, patient journeys, responses and automation processes.\nAssist with testing and validating new product releases before deployment to customers.\nMaintain accurate records of issues, resolutions and known workarounds.\nCompliance, Patient Safety and Service Management\nMonitor customer-reported incidents, service disruptions and system issues, ensuring all are logged and tracked.\nSupport compliance with NHS information governance and patient safety requirements.\nReview customer interactions to identify potential clinical safety, patient experience or compliance concerns.\nEscalate patient safety concerns, safeguarding issues or clinical risk through appropriate internal processes.\nProvide clear and timely updates during service interruptions or critical incidents.\nProduct Improvement and Customer Feedback\nIdentify recurring customer issues and trends across the support queue.\nGather and analyse customer feedback, presenting recommendations for product improvements.\nEnsure customer pain points are represented in product discussions and development planning.\nProduce regular reports highlighting common issues, feature requests and customer satisfaction trends.\nSupport Operations\nManage support queues, ticket workflows and knowledge base documentation.\nMonitor response times and resolution times against SLAs.\nHelp establish and improve support processes as the function grows.\nSupport the creation of customer-facing guidance, FAQs and training materials.\nRequirements\nESSENTIAL\nPrevious experience in customer support, customer success, customer service or account management.\nExceptional written and verbal communication skills - you can explain a technical issue clearly to a non-technical practice manager and write a professional incident update with equal confidence.\nExperience managing multiple priorities in a fast-paced environment without dropping quality.\nStrong problem-solving and investigation skills - you dig into issues rather than just logging them.\nHighly organised with excellent attention to detail.\nConfident speaking with customers by phone and video call.\nExperience using CRM, ticketing or customer support systems.\nAbility to remain calm and professional when handling customer complaints or escalations.\nStrong analytical skills - you can identify trends, root causes and improvement opportunities from support data.\nRight to work in the UK without sponsorship.\nCommutable to Canary Wharf - this role is full-time office-based, five days per week.\nDESIRABLE\nExperience working within NHS primary care, healthcare technology or digital health environments.\nExperience supporting AI, SaaS, telephony or cloud-based software platforms.\nUnderstanding of NHS operational processes, patient access challenges and healthcare compliance requirements.\nExperience conducting quality assurance reviews, audits or service investigations.\nFamiliarity with incident management, root cause analysis and service reporting.\nExperience working alongside Product, Engineering or Clinical Safety teams.\nUnderstanding of APIs, integrations, technical troubleshooting and software deployments.\nExperience analysing customer feedback and translating insights into product improvements.\nLOGISTICS\nEducation: We value skills and experience over formal qualifications.\nWorking arrangements: Office-based at our Canary Wharf, London headquarters, Monday to Friday.\nVisa sponsorship: We are unable to offer visa sponsorship for this role.\nStart date: Flexible.\nBenefits\nWHAT WE OFFER\nCompetitive package depending on experience\nPotential share options\n20 days holiday plus 8 bank holidays\nProfessional development including conference attendance and CPD support\nModern office in Canary Wharf\nThe opportunity to build a customer support function from the ground up at one of the UK's fastest-growing healthtech companies\nDirect exposure to senior leadership, Product, Engineering, Customer Success and Sales teams from day one\nHOW WE ARE DIFFERENT\nAt QuantumLoopAI, you will join a team that is genuinely improving NHS primary care. We move fast, take ownership, and celebrate wins together. Our culture values:\nImpact over optics. We measure success by patient outcomes, not busy work\nTransparency. Open communication, honest feedback, shared context\nOwnership. You will have real autonomy to shape your work and our product\nLearning. We are building something new, and we learn from every experiment\nThis is not a role where you sit behind a ticket queue. You will review real call recordings, investigate product behaviour, present findings to Engineering, and see your feedback turn into product changes. If you want a support role where your work genuinely shapes the product and improves care for NHS patients, this is it.\nDIVERSITY AND INCLUSION\nWe believe diverse teams build better products. We welcome applications from candidates of all backgrounds, and we are committed to creating an inclusive environment where everyone can do their best work. If you are excited about this role but do not meet every requirement, we would still love to hear from you.\nRECRUITMENT SAFETY NOTICE\nQuantumLoopAI will never ask candidates for payment or sensitive financial information during the recruitment process. All official communications come from @quantumloopai.com email addresses.\nCOME WORK WITH US\nReady to help transform NHS primary care? We would love to hear from you. Questions about this role? 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