At a Glance
- Tasks: Lead application support, tackle complex issues, and drive product improvements.
- Company: Fast-growing healthcare tech organisation with a mission-driven focus.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a dynamic team with clear pathways to leadership roles.
- Why this job: Make a real impact in healthcare tech while developing your leadership skills.
- Qualifications: 5+ years in application support, with strong escalation handling experience.
Location: London (Kings Cross) - hybrid working – 4 days onsite, 1 day remote
Salary: £60,000 - £75,000
The Role:
We are partnered with a fast‑growing, mission‑driven healthcare technology organisation seeking a Senior Application Support Specialist to join their Delivery & Client Services function. This is a highly impactful role where you will operate as a subject matter expert across key product areas, taking ownership of complex support challenges and acting as a senior escalation point. You will work closely with Product and Engineering teams to ensure frontline feedback drives meaningful product improvements, while also playing a key role in developing the capability of the wider support team. This position offers a clear pathway into team leadership, with opportunities to coach, mentor and help shape support operations in a high‑growth environment.
Experience Required:
- Minimum 5 years’ experience in an application support or service desk environment
- At least 2 years in a senior support position handling escalations or complex cases
- Strong experience supporting business‑critical applications
- Proven ability to diagnose issues, identify root causes and communicate solutions clearly
- Experience working with support tools such as Zendesk, Intercom or similar
- Ability to manage sensitive customer situations with professionalism and empathy
- Strong stakeholder management skills, including engagement with senior or clinical users
- Demonstrated experience coaching, mentoring or supporting junior team members
Technical Skills:
- Experience supporting applications in cloud or hosted environments
- Strong analytical and troubleshooting capability
- Familiarity with incident management processes and structured support environments
- Understanding of support tooling, workflows and service optimisation
Desirable Skills:
- Experience in healthcare, primary care or NHS‑related environments
- Exposure to regulated environments or formal incident management frameworks
- Experience in support quality or service improvement initiatives
- Team leadership or management experience, or an interest in moving into a leadership role
Key Responsibilities:
- Act as a 2nd and 3rd line escalation point for complex technical and functional issues
- Investigate and resolve high‑priority incidents to a high standard
- Participate in an on‑call rota providing out‑of‑hours escalation support
- Ensure continuity of service during peak periods or team capacity constraints
User Feedback & Continuous Improvement:
- Analyse user feedback to identify trends and recurring issues
- Work closely with Product teams to translate insights into actionable improvements
- Ensure the customer voice is clearly represented in product development discussions
Team Support & Development:
- Support onboarding and training for new team members
- Provide coaching and knowledge sharing across the support function
- Help raise the overall quality and consistency of support delivery
Operational Excellence:
- Own and optimise support tooling and processes
- Lead incident management activities, including post‑incident reviews
- Monitor support quality and implement improvements to maintain high service standards
Working Pattern:
- Hybrid working: 4 days onsite (London), 1 day remote
- Participation in an on‑call rota (additional compensation provided)
- Occasional travel for customer go‑lives and onsite support
Support Operations Lead employer: Solo Search Services Ltd
Join a dynamic healthcare technology organisation in London, where your expertise as a Senior Application Support Specialist will directly contribute to impactful solutions in a mission-driven environment. With a strong emphasis on employee growth, you will have the opportunity to mentor junior team members and shape support operations while enjoying a hybrid working model that promotes work-life balance. Our collaborative culture fosters innovation and continuous improvement, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Operations Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solo Search Services Ltd. 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 Solo Search Services Ltd 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 Support Operations Lead
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 Solo Search Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Solo Search Services Ltd 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 Solo Search Services Ltd!
How to prepare for a job interview at Solo Search Services Ltd
✨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.
