Head of Customer Support
Accurx
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £60,000 - £80,000 per year
Job Level
Lead
About the role
- Define the strategic vision for the Customer Support team, ensuring effective delivery against company objectives and customer needs.
- Manage complex escalations or major incidents impacting NHS clients.
- Champion the voice of NHS customers, translating feedback into product and operational improvements.
- Collaborate with Head of Service Management to build a streamlined approach to service reporting.
- Lead the implementation of new tooling and leverage AI for efficiency and self-service.
- Build and inspire a high-performing team to meet the evolving needs of customers.
Requirements
- Proven ability to define and deliver a clear strategic vision for a user support or service team.
- Experience in scaling support operations, identifying gaps, and implementing efficient processes and tooling to improve support delivery.
- Demonstrated success in collaborating with and influencing stakeholders across different functions, such as Product, Engineering, and Customer Success, to achieve shared goals.
- A strong track record of managing (including being a manager of managers), mentoring, and developing high-performing teams, fostering a culture of accountability and continuous professional growth.
- Ability to use support metrics and user feedback to inform strategy and drive improvements.
- Experience with support tools, an understanding of how to leverage automation and AI, and the ability to get hands-on with technical escalations when needed.
- Passion for championing the voice of the NHS user/customer and instilling a customer-centric culture across the entire company.
Benefits
- Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.
- Allocated annual learning & development budget
- Enhanced parental leave policy
- Prayer, meditation and breastfeeding room
- Working abroad policy
- Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
strategic visionsupport operationsprocess improvementsupport metricsautomationAI implementationtechnical escalations
Soft skills
collaborationinfluencing stakeholdersmentoringteam developmentaccountabilitycustomer-centric culture