Head of Support
About Semble
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, not values on a wall:
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).
The role
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 associate 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
