Location: Remote 

Salary: £28,000 per year

Reports to: Client Support Team Lead

About Us

ProblemShared is a key innovator in the rapidly expanding field of digital mind health.

As a practitioner-led, CQC-regulated community of experts, we work together with individuals and organisations such as NHS trusts, universities and private medical insurers to better equip them on their mind health journeys.

By harnessing the combined power of people, data and technology, we broaden access to safe and effective talk therapy, neurodevelopmental assessments, and post-diagnostic support.

Make a Difference Every Day!

At ProblemShared we’re on a mission to improve lives through accessible, high-quality mind health support. Our values - being Human-Centric, Collaborative, Innovative, Reflective, Generous, and Committed to Excellence - guide everything we do at every level of the business.

Why Join Us?

• Purpose-driven work: Help people access life-changing mental health support

• Remote-first flexibility: Work from anywhere in the UK

• Innovative environment: Be part of a growing HealthTech company shaping the future of care

• Supportive culture: We live our values of collaboration, generosity, and continuous improvement

Are You Ready to Make an Impact?

If you’re passionate about delivering exceptional support and want to be part of a team that’s changing lives, we’d love to hear from you.

What You’ll Do In This Role

As a Client Support Agent, you’ll often be the first point of contact our clients have with someone in our company. We’re looking for you to be a friendly voice and helpful guide for our clients, ensuring their journey with ProblemShared is smooth and well supported. We’re a unique part of the business because we interact with clients on all of our service pathways which amplifies the impact our people can have.

Once trained, a typical day is often:

• 80% answering inbound calls, providing empathetic, professional support to clients

• 20% managing email tickets, resolving queries efficiently and accurately

Working with the ProblemShared Client Support team you’ll also:

• Become an expert in our in-house platform and processes, guiding clients from first contact through pre-enrolment

• Collaborate with the Operations Team to reduce friction in the client journey and champion self-service solutions

• Provide ad-hoc support to our practitioner community, enabling them to focus on delivering exceptional care

What You’ll Bring

Must-Have

• Proven experience in a client-facing support role (phone and email)

• Calm, professional approach even under pressure

• Ability to manage high volumes of queries while meeting KPIs

• Tech-savvy and quick to learn new systems

• Strong organisational skills and a collaborative mindset

• Self-motivated and comfortable working remotely

Nice-to-Have

• Experience in a start-up or scale-up (HealthTech is a bonus!)

• Familiarity with Zendesk or similar platforms

• Familiarity with Semble – a clinical management platform

• Experience supporting neurodiverse individuals

What we offer

• Competitive salary with great benefits including;
• Employer matched pension
• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
• Private health insurance
• Enhanced family friendly policies
• Flexible working with the option of free co-working
  
• All company and team in person meet ups
• Access to a range of wellbeing activities run by our Wellbeing and Culture committee.
• Access to development / training opportunities to support your career ambitions.
  One volunteering day a year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.

• Once we review your CV a member of our recruitment team will be in touch to learn more about your experience and motivations.

• The next step will be a task and a technical interview who will take you through an interview to allow you to demonstrate your ability and suitability for the role. 

We know that applying for a new role and considering a new team to join can be a daunting process. If you have never worked remotely before, this can also generate a lot of questions regarding the environment and ways of working. We aim to make your experience with us as informative and enjoyable as possible.

Apply now and help us make mental health support more accessible for everyone.