[Hiring] Enterprise Support Team Lead @Nordhealth

Role Description

We are here to create great healthcare products. That’s at our very core, but it’s the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.

We’re now looking for a Enterprise Support Team Lead to support our growth and join our Support team in our Veterinary BU !

The Enterprise Support Team Lead is responsible for leading, coaching, and developing a team of Support Specialists who provide customer support for Provet, our cloud-based veterinary practice management system, with a focus on our largest and most complex customers: enterprise groups operating across multiple locations and multiple countries.

Reporting to the Head of Support, the Enterprise Support Team Lead plays a key role in ensuring a consistent, high-quality support experience for enterprise customers, acting as a bridge between frontline support, customers, and senior internal stakeholders. The role combines people leadership with hands-on operational responsibility, particularly for enterprise accounts.

The focus of the role is on meeting SLAs, running hypercare for newly onboarded clinics, and building strong enterprise customer relationships through regular meetings, transparent reporting, and direct communication. The role requires flexibility to support a global customer base and distributed team, including occasional early or late meetings.

• Team leadership and development
  • Lead and manage a team of Support Specialists, ensuring clear expectations, accountability, and support.
  • Provide regular coaching, feedback, and performance reviews to support individual development and team performance.
  • Identify training needs and deliver or organise onboarding, ongoing training, and knowledge-sharing initiatives.
• SLAs and enterprise account performance
  • Own the day-to-day operational performance of the team, with particular focus on enterprise accounts.
  • Monitor and manage SLAs and KPIs across enterprise accounts, including response times, resolution times, CSAT, and backlog levels.
  • Act as the primary point of contact for large enterprise customers with multiple locations across multiple countries.
  • Drive continuous improvement by analysing performance data, identifying trends, and implementing process improvements.
• Hypercare for new clinics
  • Own the planning and delivery of hypercare support for newly onboarded clinics and groups, from go-live through to steady-state support.
  • Work closely with the Onboarding and Implementation teams to plan hypercare coverage and ensure a smooth handover.
  • Monitor early-stage performance closely, resolving issues quickly before they affect adoption or turn into escalations.
• Customer meetings and direct communication
  • Host regular weekly and monthly meetings with enterprise customers to review open tickets, discuss issues, and gather feedback.
  • Own direct communication with customers during escalations, incidents, and other high-touch interactions.
  • Ensure clear, timely, and proactive communication with customers throughout the ticket and escalation lifecycle.
• Escalations and customer support
  • Act as the primary escalation point for complex, high-impact, or time-sensitive support issues.
  • Take ownership of escalated tickets, ensuring they are prioritised correctly and progressed efficiently with clear accountability.
  • Respond directly to customers when required during escalations or major incidents.
• Cross-functional collaboration
  • Coordinate internal responses during escalations, working closely with Product, Engineering, and Customer Success teams.
  • Represent enterprise customer needs in cross-functional discussions.
  • Share customer feedback, recurring issues, and improvement opportunities with relevant stakeholders.
• Reporting and insights
  • Provide regular updates to the Head of Support on team performance, SLAs, escalations, risks, and trends.
  • Review tickets and incidents to identify root causes, recurring issues, and opportunities for improvement.
  • Prepare clear, data-backed reporting on support performance for enterprise customers and internal stakeholders.

Qualifications

• Flexibility to work during UK hours, ideally based in the UK or elsewhere in the EU.
• Experience working with enterprise customers.
• Confidence in building relationships with key customer stakeholders.
• Strong performance management experience, with a track record of hitting and exceeding KPIs across a wide team.
• Experience with Intercom or similar ticket management systems.
• Veterinary industry experience is preferred, though not essential.

Benefits

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare.
• Competitive compensation and benefits.
• Learning and professional growth opportunities.
• The tools you need, and enjoy using.
• Frequent company events and talented colleagues from around the world.

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. [email protected] or [email protected]). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at [email protected]. Your safety and trust are very important to us!