Head of Support

About the Position

Head of Support

Customer Support - London, Greater London (Hybrid)

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About Semble

Semble is the care orchestration platform for private healthcare. Over 16,000 healthcare professionals across 80+ specialties use Semble every day to manage scheduling, EHR, billing, and patient experience, all from one connected system, so they can spend less time on admin and more time with patients.

We're a growing team of 130+ people across the UK and Europe (and 25 nationalities), backed by a recent £30m Series C from Revaia and Partech. We were recently named one of TIME's World's Top Healthtech Companies of 2025.

We're guided by three cultural drivers, not values on a wall:

• Impact (we focus on the problems that truly matter to clinicians and patients)
• Collaboration (we build together, openly, with our team and the wider healthcare ecosystem)
• Human Touch (empathy isn't a word here, it's how we operate, and that includes every support conversation).

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Responsibilities

The role of Head of Support is pivotal in ensuring that Semble's promise is upheld every day. You'll be the driving force behind our support function as we grow. Your responsibilities will include:

• Leadership and Growth: Lead and grow the Support team, including hiring, coaching, and developing support agents, support engineers, and team leads.
• Performance Ownership: Set and achieve targets for response time, resolution time, first resolution ratio, CSAT, and quality. Develop dashboards and rituals to track and improve these metrics.
• Scalability Design: Develop the tiering, triage, escalation paths, and knowledge base needed to handle growing volume without losing the human touch.
• Customer Advocacy: Work closely with Product, Engineering, and Customer Success to surface trends, close feedback loops, and influence the roadmap based on real support conversations.
• Escalation Handling: Step in personally on complex, sensitive, or high-stakes cases, especially where patient care or clinical operations are affected.
• Tool Ownership: Evaluate and manage the support stack (helpdesk, knowledge base, chat, AI) to make the team as efficient and effective as possible.
• Reporting: Provide insights and recommendations to leadership on where support is working, where it isn't, and what investment is needed next.

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Requirements

• Proven experience leading a support or customer service function at a B2B SaaS company, ideally through a period of significant growth across multiple European markets.
• Extensive knowledge of CRM tools (Hubspot, Zendesk, Freshdesk, or Intercom).
• A track record of building support processes and teams from the ground up, or meaningfully scaling an existing one.
• Comfort owning metrics and using data to drive decisions, while always seeing every interaction as a chance to better understand our customers' needs and deliver a genuinely delightful experience.
• Demonstrated current use of AI in the Support function ensuring greater response speed, efficiency, and customer experience.
• Strong people leadership skills - you know how to hire well, coach for growth, and build a team that genuinely cares about the customer.
• Experience working cross-functionally with Product and Engineering to turn support insight into product improvement.
• Experience working closely with Customer Success to identify retention risks, expansion opportunities, and recurring support trends that influence commercial outcomes.
• Excellent judgment under pressure - healthcare support sometimes means high-stakes, time-sensitive situations, and calm, clear thinking matters.

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Nice to Have

• Experience in healthcare, healthtech, or another regulated/high-trust industry is a strong plus, but not essential.
• French fluency is a strong plus, but not essential.

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We Offer

• Flexible hybrid work - from our London or Paris office, anywhere in your base country, with flexibility to work across Europe.
• 36 days off - including your birthday and two "feel good" days.
• Private health insurance - covering physical and mental health, dental, and optical care.
• Latest tech - a new MacBook and whatever else you need to do great work.
• A growing, genuinely diverse team - 130+ people, 25 nationalities, and a workforce that's 40% women, including our exec team.
• Work that matters - your work here contributes to improving healthcare for millions of patients, and for the people delivering that care every day.

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Compensation

• Salary: £80,000 - £90,000 per year

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Location

• City: London
• Country: United Kingdom
• Work Location Type: Hybrid

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Employment Type

• Type: Permanent
• Experience Level: Senior

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Categories

• Department: Customer Support