👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We're redefining veterinary software with Provet Cloud — a market-leading, cloud-based practice management system. We are seeking an experienced and results-driven Head of Support to lead our customer support organisation and drive exceptional service delivery across our global customer base.

In this leadership role, you will be responsible for building and managing our support organisation to ensure our customers receive world-class support throughout their journey with Nordhealth. You will report directly to the VP of Professional Services and play a critical role in maintaining high customer satisfaction while scaling our support operations to meet our ambitious growth targets.

This is an exciting opportunity for a seasoned support leader who is passionate about building high-performing teams, implementing best practices, and delivering measurable results in customer satisfaction and operational efficiency! 🚀

Your key responsibilities include:

• Team Leadership & Management: Build, lead, and scale our global support organisation, including hiring, developing, and retaining top talent across multiple time zones and markets.
• Customer Satisfaction Excellence: Drive continuous improvement in Customer Satisfaction (CSAT) scores through strategic initiatives, process optimisation, and team development.
• SLA Management: Establish, implement, and monitor Service Level Agreements (SLAs) to ensure consistent, timely, and high-quality support delivery across all customer segments.
• Operational Excellence: Design and implement efficient support processes, workflows, and systems to deliver support as effectively and efficiently as possible while maintaining quality standards.
• Performance Analytics: Develop and maintain comprehensive support metrics, KPIs, and reporting frameworks to track team performance, identify trends, and drive data-driven improvements.
• Cross-functional Collaboration: Work closely with Product, Engineering, Implementation, Customer Success, and Sales teams to ensure a seamless customer experience and advocate for customer needs.
• Technology & Tools: Oversee the selection, implementation, and optimisation of support tools, platforms, and technologies to enhance team productivity and customer experience in collaboration with our Head of Support Systems.
• AI and Machine Learning: Ensuring we are using the best-in-class processes and utilising AI for ticket queue management where appropriate.
• Escalation Management: Develop and manage escalation procedures for complex technical issues, ensuring critical customer situations are resolved promptly and effectively.
• Knowledge Management: Build and maintain comprehensive knowledge bases, training materials, and documentation to enable both team members and customers to find solutions efficiently.
• Quality Assurance: Implement quality monitoring and coaching programs to ensure consistent, high-quality interactions across all support channels.

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, the following points are desirable:

• Leadership Experience: 5+ years of experience leading customer support teams, preferably in SaaS or Healthcare technology environments, with a proven track record of scaling support operations.
• Results-Oriented: Demonstrated success in improving CSAT scores, meeting SLA targets, and driving operational efficiency in previous support leadership roles.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to communicate effectively with customers, team members, and executive leadership.
• Analytical Mindset: Strong analytical and problem-solving skills, with experience using data and metrics to drive decision-making and process improvements.
• People Management: Proven ability to build, develop, and retain high-performing teams, with excellent coaching and mentoring skills.
• Customer-Centric: Deep understanding of customer needs and a passion for delivering exceptional customer experiences.
• Technical Aptitude: Comfort with support technologies, CRM systems, and the ability to understand complex technical products and solutions.
• Process Improvement: Experience implementing and optimising support processes, workflows, and quality assurance programs.
• Desirable skills: Veterinary industry experience, experience with support platforms (Zendesk, etc.), CRM software (HubSpot), and knowledge management systems.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• Competitive compensation and benefits

• Leadership Opportunity: Lead and shape our support organisation during a period of significant growth and expansion.

• Professional Development: Access to ongoing training, leadership development, and professional growth opportunities.

• Meaningful Impact: The chance to work in a meaningful industry and join a fast-growing, global company on a path to changing digital healthcare.

• Remote Flexibility: Work remotely from anywhere in the UK - Nordhealth is a truly "remote first" company.

• Comprehensive Benefits: Internet and phone bills covered, frequent company events, and talented colleagues from around the world.

• Collaborative Environment: Work as part of a supportive, innovative, and dynamic leadership team.

If you enjoy working in a fast-growing and international environment with the possibility to make a significant impact on customer experience and team development, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.