At a Glance
- Tasks: Lead and scale the support team, ensuring excellent service for 16,000+ healthcare professionals.
- Company: Join Semble, a top healthtech company transforming private healthcare with innovative solutions.
- Benefits: Enjoy flexible hybrid work, 36 days off, private health insurance, and the latest tech.
- Other info: Be part of a dynamic, growing team dedicated to improving patient experiences.
- Why this job: Make a real impact in healthcare while leading a passionate and diverse team.
- Qualifications: Proven experience in support leadership, CRM tools, and a passion for customer care.
The predicted salary is between 75600 - 92400 £ per year.
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:
- 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.
Support is where Semble's promise gets tested every day. When a clinic can't book a patient, a clinician can't access a record, or an admin can't process a payment, our Support team is the difference between frustration and trust, and for healthcare businesses, that trust matters more than almost anywhere else.
We're looking for a Head of Support to lead and scale this function as Semble grows. You'll own the end-to-end support experience for our 16,000+ users - from first response through resolution - and build the team, tools, and processes to keep that experience excellent as our customer base and product surface area expand.
You'll inherit a team of five support associates and three support engineers across the UK supporting over 16,000 healthcare professionals, handling approximately 1000 tickets each month. This is a hands-on leadership role: part people manager, part operator, part advocate for the customer inside the business.
What you'll do:
- Help Semble build one of Europe's most AI-enabled support organisations:
- Lead and grow the Support team - hire, coach, and develop a team of support agents, support engineers and team leads, building a culture of ownership and empathy.
- Own support performance - set and hit targets for response time, resolution time, first resolution ratio, CSAT, and quality; build the dashboards and rituals to track and improve them.
- Design how support scales - develop the tiering, triage, escalation paths, and knowledge base (including our Support Centre) needed to handle growing volume without losing the human touch.
- Be the voice of the customer internally - work closely with Product, Engineering, and Customer Success to surface trends, close feedback loops, and influence the roadmap based on what you're hearing from real support conversations.
- Handle escalations - step in personally on the complex, sensitive, or high-stakes cases, especially where patient care or clinical operations are affected.
- Own the tooling - evaluate and manage the support stack (helpdesk, knowledge base, chat, AI) to make the team as efficient and effective as possible.
- Report on the business of support - bring insight and recommendations to leadership on where support is working, where it isn't, and what investment is needed next.
What we're looking for:
- 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.
- Able to demonstrate current use of AI in the Support function ensuring greater response speed, efficiency and customer experience.
- Strong people leadership - 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 judgement under pressure - healthcare support sometimes means high-stakes, time-sensitive situations, and calm, clear thinking matters.
- 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.
Life at Semble:
We believe people do their best work when they feel properly supported. A few of the ways we back that up:
- 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.
Head of Support in London employer: Semble
At Semble, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to take ownership of their projects. As a Data Engineer, you will have the opportunity to make a significant impact in the healthcare sector while enjoying flexible remote working options across the UK and selected EU countries. We are committed to your professional growth, offering continuous learning opportunities and a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Semble. 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 Semble 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 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 Semble:Your cover letter is your chance to shine! Tell us why you want to work at Semble 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 Semble!
How to prepare for a job interview at Semble
✨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.
