Head of Customer Support

Head of Customer Support

Remote | Full Time | £60,000 - £70,000 per annum

About Our Client

Our client is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through their web platform and mobile app.

Medical software has been clunky and built around systems instead of people for too long. They are changing that. Customers have described them as "the Apple of practice management software" because they focus on making everything simple, thoughtful and genuinely useful.

Originally built by the Software Developer, son of a surgeon, our client has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of their best improvements come directly from customer feedback.

They are bootstrapped, profitable and remote-first. They are a small team with high standards where everyone has the opportunity to make a meaningful impact.

Customer Support is one of their biggest differentiators. They invest heavily in delivering a premium service, with a target first response time of two hours. They work alongside their customers as partners, helping them get the most from themselves and continually improve how they run their practice. Every interaction is an opportunity to build confidence and strengthen relationships.

AI is becoming a natural part of our client. Customers already use Cari, their AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. They see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give their team more time to understand each customer's situation.

About the Role

You'll ensure every customer receives the same consistently high standard of support, balancing speed with quality, regardless of who responds or how they contact our client.

Working closely with Product, Engineering, Growth and Operations, you'll oversee the day-to-day operation of Support, drive continuous improvement and ensure customer feedback helps shape the future of our client.

About You

You care about delivering exceptional customer support.

You're comfortable taking ownership, making decisions and continually improving how the support function operates.

You're IT-savvy. While not necessarily a Developer, you keep up with technology and enjoy exploring new ideas. You may already be experimenting with LLMs or building small prototypes, and you're always thinking about how technology can improve the customer experience.

You're equally comfortable discussing operational improvements with senior leadership as reviewing customer conversations with the team. You're confident challenging constructively, using evidence to support your thinking, and setting high standards for yourself and those around you.

You'll enjoy this role if you

• Communicate clearly and thoughtfully.
• Solve problems properly rather than applying quick fixes.
• Naturally look for ways to improve processes, products and customer outcomes.

What you will do

• Take operational ownership of the Customer Support function.
• Oversee ticket flow, workload, SLAs, escalations and communication quality.
• Ensure every customer receives clear, accurate and thoughtful support.
• Use operational data, customer feedback and support trends to drive continuous improvement.
• Report on Customer Support performance, metrics and ticket trends, working closely with the C-suite to agree priorities and deliver measurable improvements.
• Work closely with Product, Growth, Operations and Engineering to improve both the customer experience and the platform.
• Ensure AI and automation improve efficiency without compromising quality.
• Continually raise the standard of Customer Support as our client grows.

What They're Looking For

Someone with experience leading a high-quality Customer Support operation, ideally within SaaS.

You understand that good support is a balance.

You'll likely have experience

• Owning the operational delivery of a Customer Support function.
• Building quality assurance processes and improving communication standards.
• Managing customer escalations and operational performance.
• Improving support processes through data, customer feedback and continuous improvement.
• Working closely with Product and Engineering.
• Introducing AI into support whilst maintaining a consistently high-quality customer experience.

You'll also understand that maintaining high standards means creating an environment where the team can consistently succeed. You look for opportunities to remove operational friction, improve clarity and build processes that help Customer Support Specialists deliver exceptional work every day.

They are not looking for someone who simply keeps the support function running.

They are looking for someone who continually asks how it can be better, then works with the wider business to make that happen.

Nice to Have

Experience with

• Healthcare technology.
• AI-assisted support workflows.
• Regulated industries where quality and accuracy are important.

Benefits

• Competitive salary depending on experience.
• Discretionary annual bonus based on performance.
• Fully remote within two hours of the UK time zone.
• Optional in-person collaboration in London or South Africa.
• 25 days holiday per year, plus Bank / Public holidays.
• MacBook, ergonomic chair, co-working space membership and any tools you need to do your best work.