At a Glance
- Tasks: Lead a top-notch Customer Support team and enhance customer experiences.
- Company: Join Carebit, a design-led healthcare tech company transforming practice management.
- Benefits: Enjoy a competitive salary, remote work, and generous holiday allowance.
- Other info: Collaborate with a small, passionate team focused on continuous improvement.
- Why this job: Make a real impact in healthcare by improving customer support with innovative tech.
- Qualifications: Experience in leading Customer Support operations, ideally in SaaS.
About Carebit
Carebit is a design-led healthcare technology company helping private doctors, surgeons, clinicians and their teams across the UK run their practices more effectively through our web platform and mobile app. Medical software has been clunky and built around systems instead of people for too long. We're changing that. Customers have described us as "the Apple of practice management software" because we focus on making everything simple, thoughtful and genuinely useful.
Originally built by the Software Developer, son of a surgeon, Carebit has grown through word of mouth into a trusted platform used by thousands of healthcare professionals and their patients. Many of our best improvements come directly from customer feedback. We're bootstrapped, profitable and remote-first. We're a small team with high standards where everyone has the opportunity to make a meaningful impact.
Customer Support is one of our biggest differentiators. We invest heavily in delivering a premium service, with a target first response time of two hours. We work alongside our customers as partners, helping them get the most from Carebit 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 Carebit. Customers already use Cari, our AI Assistant, to answer questions about the platform and generate clinic letters through Cari Transcription. We see AI as a way to improve support, not replace the human experience. It should remove repetitive work, provide faster answers and give our 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 us. 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 Carebit.
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 Carebit grows.
What We’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. We’re not looking for someone who simply keeps the support function running. We’re 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.
Head of Customer Support in London employer: Carebit Health Limited
Carebit is an exceptional employer that prioritises a supportive and innovative work culture, allowing employees to make a meaningful impact in the healthcare technology sector. With a fully remote setup, competitive salary, and generous benefits including 25 days of holiday, team members enjoy flexibility while collaborating with a small, high-performing team dedicated to delivering premium customer support. The company fosters continuous growth through feedback-driven improvements and embraces cutting-edge technology, ensuring that every employee has the opportunity to thrive and contribute to the future of practice management software.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carebit Health Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carebit Health Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carebit Health Limited:Your cover letter is your chance to shine! Tell us why you want to work at Carebit Health Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carebit Health Limited!
How to prepare for a job interview at Carebit Health Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
