Note: The job is a remote job and is open to candidates in USA. Sci-Rec is a rapidly growing digital health organization seeking an exceptional Head of Customer Support. The role involves building and leading the customer support function from the ground up, creating scalable processes and infrastructure while serving as the primary point of support during a period of rapid growth.

Responsibilities

• Build and lead the customer support function from the ground up
• Own customer support end-to-end while designing the foundations for future scale
• Establish playbooks, SOPs, SLAs, reporting frameworks, and automation workflows
• Partner closely with Product, Engineering, and Client Success teams to deliver an outstanding customer experience
• Resolve complex customer issues and implement support technology
• Analyse data and identify opportunities to automate and improve operational efficiency
• Shape the support organization and build a team as the company grows

Skills

• Experience as a founding or early support leader within a startup environment within SaaS or HealthTech
• Ability to resolve complex customer issues
• Experience implementing support technology
• Strong analytical skills to analyse data and identify opportunities to automate and improve operational efficiency
• Resilience and ownership
• Strong technical and data literacy
• Proven ability to operate effectively in ambiguity

Company Overview