Head of Customer Support - Customer Experience (Group)

Background

Background:

Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.Job purpose

Job purpose:

We are seeking a proactive, service-oriented leader to serve as Head of Support. This is a senior operational role responsible for delivering exceptional support experiences across a diverse customer base, from high-volume digital channels to strategic, high-touch engagements.You will lead and scale a multi-tiered Support team, ensuring timely resolution, customer satisfaction, and continuous improvement in service delivery. Your focus will be on operational excellence, team development, and driving customer-centric outcomes through data, process, and technology.You’ll work closely with Product, Engineering, Customer Success, and Enablement to ensure support is aligned with product evolution, customer needs, and business goals.You will be responsible for:Responsibilities

Support Operations and Service Delivery

Oversee day-to-day support operations ensuring SLAs and KPIs are consistently metImplement and optimise support workflows, triage processes, and escalation paths to ensure efficient and effective resolutionMonitor ticket volumes, response times, and resolution rates, identifying trends and areas for improvementContribute to strategic service design to ensure ongoing scalable future deliveryIntegration of support teams in future acquisitions

Customer Satisfaction and Retention

Own CSAT while driving initiatives to improve customer experience and satisfactionCollaborate with Customer Success and Account Management to ensure support contributes to retention and renewal goalsLead root cause analysis for recurring issues and partner with Product and Engineering to drive long-term fixes

Metrics, Reporting and Insight

Define and report on key support metrics (e.g. CSAT, FTR, MTTR, backlog, escalation rate), providing actionable insights to leadershipUse data to identify patterns, risks, and opportunities for service improvementFeed support insights into product development and customer success planning

Team Leadership

Lead, coach, and develop a high-performing Support team across multiple tiers and specialismsProvide mentoring and performance feedback through Team Leads and direct coachingPartner with People and senior leadership to hire, onboard, and retain top talent in line with customer growth

Escalation and Advocacy

Act as a senior point of escalation for complex or high-impact support casesChampion the voice of the customer by translating support feedback into actionable insight for Product and EngineeringEnsure feedback loops are closed visibly with customers and internal teams

Cross-Functional Collaboration

Work with Enablement to ensure support teams are trained on new features, workflows, and customer engagement strategiesCollaborate with Product and Engineering on bug triage, feature requests, and release readinessPartner with Customer Success and Sales to ensure cohesive lifecycle delivery and customer experience

The skills and experience we are looking for in our Head of Customer Support

Experience and Knowledge

8+ years in Customer Service, ideally SaaS which could include Support, Service Delivery, or Customer Operations within B2B SaaS, with at least 5 years in team managementExperience leading multi-tiered support teams across digital and high-touch channelsFamiliarity with support platforms (e.g. Zendesk, Freshdesk, Salesforce Service Cloud), and knowledge base tools as well as Support best practicesStrong grasp of support best practices: triage, escalation, SLA management, CSAT/NPS tracking, and team scalingData-driven and analytical mindset — comfortable defining and reporting on KPIs such as CSAT, FRT, ART, and backlogExperience in healthcare or regulated environments is a plus, especially within Primary Care or Dental sectors

Skills and Attributes

Excellent people leadership and coaching skills; experienced in managing team leads and individual contributorsOperationally strong — skilled in building scalable support processes and driving continuous improvementCalm and empathetic communicator with strong stakeholder management and escalation handlingCommercially aware — understands the role of support in retention and customer lifetime valueComfortable interpreting support data and driving change through insight

Additional Information

This is a full-time role based remotely.Job type: Full-time, permanent, some out of hour’s work and travel may be required from time to time.Salary: Competitive salary and generous benefitsIncome ProtectionLife AssuranceEnhanced pensionHealth Cash plan28 days annual leave + bank holidaysSick pay schemeA range of flexible benefits available through our Agilio Flex portalIf you feel you have what it takes to join our team, we look forward to receiving your application!If you are interested in applying, please email your CV along with a covering letter to ..... full job details .....