Customer Support Team Leader - Remote

Job description

Ideal Start: ASAP

Salary: £37,000

Reports to: Head of Client Services

Job Closes: 9th June, may close if a high volume of applications is received

At CARE ADHD, we're revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible to those who need it. Our client‐centred approach, combined with lean methodology and a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation through a "fail fast" ethos. With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we are committed to pushing boundaries and fostering innovation.

Key Responsibilities

Directly line‐managing a group of Customer Support Specialists

Running regular 1:1s, probation reviews, coaching conversations and performance management where required

Monitoring inbox performance, OKRs, SLAs and overall team output

Supporting the team with patient escalations, complaints and emotionally sensitive situations

Reviewing communication quality and helping ensure responses remain empathetic, accurate and professional

Identifying operational bottlenecks, recurring themes or service risks and escalating these appropriately

Supporting onboarding and training for new starters

Working collaboratively with the second Customer Support Team Leader to ensure consistency across the wider CS function

Helping maintain team structure, accountability and consistency during periods of high pressure

Working closely with Referrals, Bookings, Clinical Care Hub and Feedback & Resolutions teams to support smooth patient journeys

Supporting rota management, workload balancing and day‐to‐day operational decision‐making

Acting as a key point of support for the team whilst helping foster a positive, collaborative and psychologically safe culture

Contributing to process improvements and helping shape how the Customer Support function continues to scale as the organisation grows

Required Experience and Skills

4+ years of leading high‐volume customer support or patient‐facing teams, particularly within healthcare, mental health, wellbeing, healthtech or another fast‐paced service environment

Previous experience directly line managing or supervising support/customer service teams

Experience handling escalations, complaints or emotionally sensitive situations

Confidence managing performance, OKRs and operational delivery

Experience coaching and developing team members

Experience working in fast‐paced operational environments with competing priorities

High organisational skill, ability to balance people leadership with operational delivery

Ability to stay calm under pressure and create stability during busy or emotionally challenging periods

Emotionally intelligent and able to support both patients and team members professionally and compassionately

Proactive and solutions‐focused, with the confidence to escalate concerns early and appropriately

Comfortable making day‐to‐day operational decisions and balancing competing priorities

Approachable, supportive and genuinely invested in helping people develop and succeed

Understand the importance of accountability, consistency and psychological safety within high‐performing teams

Care deeply about patient experience whilst still maintaining professional boundaries and operational fairness

Bonus Points

Experience working within healthcare, mental health, neurodevelopmental services or another regulated environment

Previously led remote or hybrid support teams

Experience handling complaints, escalations or emotionally sensitive situations

Worked in a scaling startup or fast‐growing operational environment

What We Value

Kindness – treating colleagues, partners and everyone we support with respect and care

Transparency – being open and honest so trust can grow

Reflection – pausing to learn from experience and improve together

Growth mindset – always welcoming feedback and challenges as opportunities to develop

Accountability – taking ownership of our actions and outcomes, not to assign blame but to learn, adapt and improve

Solution‐seeking – focusing on constructive ways forward, even when things are tough

Collaboration – sharing ideas, supporting one another and celebrating collective success

Benefits

Competitive salary

Work remotely in the UK and hybrid in our Canary Wharf office

33 days holiday (including UK public holidays)

Team get‐togethers

A paid day off on your birthday

Office equipment when you join

Pension contribution

Be part of one of the UK's most ambitious HealthTech start‐ups

At Care ADHD, we're committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.

#J-18808-Ljbffr

Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

21-05-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English