Customer Experience Advisor

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
  

• 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

• 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.

If your CV isn’t up to date, that’s fine – just email [email protected] and we’ll set up a conversation.