Head of Customer Support

We're currently partnered with a rapidly growing digital health organisation seeking an exceptional Head of Customer Support, who will build and lead their support function from the ground up. This is a rare opportunity for a hands-on operator who thrives in early-stage environments and has successfully built customer support capabilities within a fast-growing startup.

We are looking for someone who understands what it means to "fly the plane while building it". A highly autonomous leader who can create scalable processes and infrastructure while also serving as the primary point of support during a period of rapid growth.

In the early stages, you will be an individual contributor, owning customer support end-to-end while designing the foundations that will enable future scale. You will establish playbooks, SOPs, SLAs, reporting frameworks, and automation workflows, while partnering closely with Product, Engineering, and Client Success teams to deliver an outstanding customer experience.

The ideal candidate has experience as a founding or early support leader within a startup environment within SaaS or HealthTech. You are equally comfortable resolving complex customer issues, implementing support technology, analysing data, and identifying opportunities to automate and improve operational efficiency.

This role requires resilience, ownership, strong technical and data literacy, and a proven ability to operate effectively in ambiguity.

As the company grows, you will have the opportunity to shape the support organisation, build a team, and play a key role in scaling a category-defining business.

Interested? Click apply or reach out to paul.atkinson@sci-rec.com with a copy of your CV.