Customer Support and Product Specialist

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.

Requirements

ESSENTIAL

• Previous experience in customer support, customer success, customer service or account management.
• Exceptional 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.
• Experience managing multiple priorities in a fast-paced environment without dropping quality.
• Strong problem-solving and investigation skills — you dig into issues rather than just logging them.
• Highly organised with excellent attention to detail.
• Confident speaking with customers by phone and video call.
• Experience using CRM, ticketing or customer support systems.
• Ability to remain calm and professional when handling customer complaints or escalations.
• Strong analytical skills — you can identify trends, root causes and improvement opportunities from support data.
• Right to work in the UK without sponsorship.
• Commutable to Canary Wharf — this role is full-time office-based, five days per week.

DESIRABLE

• Experience working within NHS primary care, healthcare technology or digital health environments.
• Experience supporting AI, SaaS, telephony or cloud-based software platforms.
• Understanding of NHS operational processes, patient access challenges and healthcare compliance requirements.
• Experience conducting quality assurance reviews, audits or service investigations.
• Familiarity with incident management, root cause analysis and service reporting.
• Experience working alongside Product, Engineering or Clinical Safety teams.
• Understanding of APIs, integrations, technical troubleshooting and software deployments.
• Experience analysing customer feedback and translating insights into product improvements.

LOGISTICS

• Education: We value skills and experience over formal qualifications.
• Working arrangements: Office-based at our Canary Wharf, London headquarters, Monday to Friday.
• Visa sponsorship: We are unable to offer visa sponsorship for this role.
• Start date: Flexible.

Benefits

WHAT WE OFFER

• Competitive package depending on experience
• Potential share options
• 20 days holiday plus 8 bank holidays
• Professional development including conference attendance and CPD support
• Modern office in Canary Wharf
• The opportunity to build a customer support function from the ground up at one of the UK's fastest-growing healthtech companies
• Direct exposure to senior leadership, Product, Engineering, Customer Success and Sales teams from day one

HOW WE ARE DIFFERENT

At 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:

• Impact over optics. We measure success by patient outcomes, not busy work
• Transparency. Open communication, honest feedback, shared context
• Ownership. You will have real autonomy to shape your work and our product
• Learning. We are building something new, and we learn from every experiment

This 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.

DIVERSITY AND INCLUSION

We 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.

RECRUITMENT SAFETY NOTICE

QuantumLoopAI will never ask candidates for payment or sensitive financial information during the recruitment process. All official communications come from @quantumloopai.com email addresses.

COME WORK WITH US

Ready to help transform NHS primary care? We would love to hear from you. Questions about this role? Contact careers@quantumloopai.com