Customer Experience Advisor

Overview

Customer Experience Advisor

Nottingham (office-based)

This isn’t just customer support. It’s changing people’s lives.

At Neupulse, we’ve developed a device that uses gentle stimulation to help people with Tourette’s manage their tics.

For the people using it, this isn’t just a product – it is a tool to navigate day to day life.

And when they reach out to us - whether they’re setting up the device, struggling with something, or just unsure - the experience they have matters just as much as the technology itself.

That’s where you come in.

The role

You’ll be on the front line of the customer experience, supporting people directly as they start and continue their journey with Neupulse.

This is a hands-on, human role. You’ll be speaking to customers over phone and video, guiding them through setup, troubleshooting issues, and making sure they feel supported, understood, and confident using the device.

You’ll also play a key role behind the scenes - spotting patterns, feeding back insights, and helping improve how we support customers as we grow.

What you’ll be doing

Be the voice customers trust

• Support customers across email, phone, video, and messaging
• Help them set up and use their device with confidence
• Handle sensitive conversations with empathy and clarity

Support customers through their journey

• Guide new customers through onboarding
• Proactively check in and offer help where needed
• Help customers get the most out of their device

Troubleshoot and problem-solve

• Walk customers through technical issues step-by-step
• Escalate more complex problems to internal teams
• Track recurring issues and help improve solutions

Improve the experience as you go

• Capture customer feedback and share insights internally
• Contribute to knowledge bases and support resources
• Help refine processes as we scale

What we’re looking for

The essentials

• Educated to Degree level
• Experience in a customer support / customer experience role
• Comfortable communicating across phone, video, email, and chat
• Strong empathy and listening skills - you know how to support people, not just respond
• Ability to explain things clearly, especially when they’re technical or sensitive
• Organised and detail-oriented - you can manage multiple conversations at once

Nice to have

• Experience supporting consumer devices or digital products
• Familiarity with tools like Zendesk, Gorgias, or similar
• Exposure to healthcare, wellness, or neurodivergent communities

Why this role is different

You’ll see the impact directly

You’re not resolving tickets - you’re helping people use something that genuinely improves their day-to-day life.

You’ll build real relationships

This isn’t transactional support. You’ll get to know customers and support them through their journey.

You’ll shape how support works

You’ll contribute to how we improve - not just follow a script.

Practical details

• Based in Nottingham (office-based role)
• Reporting to the Customer Experience Manager
• Full right to work in the UK required (no visa sponsorship)

Interested?

If you care about delivering real support — with empathy, clarity, and real human connection — we’d love to hear from you.

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