Head of Support

Semble

. Lead and grow the Support team by hiring, coaching, and developing support agents, support engineers, and team leads .

Posted 9/17/2026full-timeLondon • United KingdomLead💰 £80,000 - £90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading support teams, driving performance metrics, and leveraging data to enhance customer experience. Proficient in building support processes and collaborating cross-functionally to influence product improvements in a B2B SaaS environment.

Highest-signal resume keywords

Support Team LeadershipCRM Tools ProficiencyData-Driven Decision MakingAI Utilization in SupportCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics ManagementSupport Process DevelopmentEscalation ManagementDashboard CreationKnowledge Base Design

Soft Skills

People LeadershipCoaching for GrowthExcellent Judgement Under Pressure

Tools & Technologies

HubspotZendeskFreshdeskIntercomHelpdesk Software

Industry Keywords

B2B SaaSHealthcareHealthtechCustomer SuccessRegulated Industry

About the role

Key responsibilities & impact

Lead and grow the Support team by hiring, coaching, and developing support agents, support engineers, and team leads
Own support performance targets for response time, resolution time, first resolution ratio, CSAT, and quality
Build dashboards and rituals to track and improve support performance
Design tiering, triage, escalation paths, and the knowledge base, including the Support Centre
Act as the internal voice of the customer and work with Product, Engineering, and Customer Success to surface trends and influence the roadmap
Handle complex, sensitive, or high-stakes escalations, particularly those affecting patient care or clinical operations
Evaluate and manage the support stack, including helpdesk, knowledge base, chat, and AI tools
Report insights and recommendations to leadership regarding support performance and investment needs

Requirements

What you’ll need

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
Current use of AI in the Support function to ensure greater response speed, efficiency and customer experience
Strong people leadership, including hiring, coaching for growth, and team building
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
Excellent judgement under pressure in high-stakes, time-sensitive healthcare situations
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

Benefits

Comp & perks

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