Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.
Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.
About the role
We support thousands of people on NHS and private health programmes, and our support team handles hundreds of queries each day across phone, chat and email. We’re looking for an experienced support professional who doesn’t just answer tickets but makes the whole support operation work better: someone who has built helpdesk automations, written help content people actually use, and can handle a difficult conversation with care.
This isn’t an entry-level role. You’ll be joining a small team where your ideas will directly change how we work.
What you'll be doing
Resolving patient, coach and partner queries across phone, chat and email in Dixa, often involving app troubleshooting or questions about a health programme
Handling first-line concerns and complaints with empathy, and escalating clinical or complex issues to the right people
Building and improving Dixa flows, routing rules and macros so patients get answers faster and the team spends less time on repetitive work
Writing and updating help centre articles so patients can find answers themselves
Raising technical issues in Jira and keeping patients updated
Spotting the patterns behind common queries and working with product and operations to fix them at the source
What you'll have
At least 2 years in a customer or patient support role across multiple channels
Hands-on experience building automations, workflows or routing rules in a helpdesk (Dixa, Zendesk, Intercom, Freshdesk or similar). Please give an example in your application.
Excellent written communication: clear, warm and accurate
Experience writing help centre or knowledge base content
Calmness and good judgement in difficult or emotional conversations
An understanding of data protection and confidentiality
Nice to have
Experience in healthcare, digital health or wellbeing
Experience with Jira or similar issue-tracking tools
What success looks like after 6 months
You’re handling the full range of queries confidently, you’ve built or improved automations that measurably cut repetitive tickets, and you’ve refreshed a set of help articles based on what patients are actually asking.
What you'll get
• Meaningful work helping people improve their health
• The chance to shape how our support service works, not just run it
• A collaborative, supportive team
• Exposure to digital health and behaviour change at scale
At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.
We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.
As a signatory to the Armed Forces Covenant we welcome applications from veterans, service leavers, and military spouses.
Guaranteed Interview scheme - As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with as disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.
Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and will be happy to accommodate.