Jobs in Guildford, United Kingdom

Customer Support Director | Customer Support | UK | Remote

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a Customer Support Director to lead our Customer Support team in London. In this role, you will oversee RLDatix’s regional customer support organisation, accountable for delivering responsive, high-quality, and customer-centric support services that drive satisfaction, retention, and solution stability. This is a highly visible role that spans the full support lifecycle case management, SLA/OLA adherence, escalation handling, knowledge management, self-service enablement, AI-powered support innovation, and process governance ensuring our customers feel supported at every step.

• Lead and develop the UK&I Customer Support organization, managing L1–L3 teams and Support Operations to deliver a world-class experience.
• Oversee support delivery and case management to ensure SLA compliance, fast resolution, and proactive customer communication.
• Partner cross-functionally with Product, Sustained Engineering, Customer Success, Professional Services, Managed Services, and Implementation Services to enable seamless customer outcomes.
• Establish and own operational performance metrics (SLA compliance, CSAT, NPS, case volume, backlog, and throughput) to ensure support excellence.
• Drive proactive outreach and communications, positioning Support as a relationship-led function, not just ticket resolution.
• Lead knowledge management and self-service enablement to increase content coverage, empower customers, and reduce inbound volume.
• Champion AI-powered support innovation, including chatbot tuning, agent-assist tools, and responsible AI adoption.
• Manage escalations and major incidents, coordinating real-time responses, customer updates, and post-incident reviews.
• Ensure service readiness for all product launches, with training, documentation, and enablement in place before release.
• Reduce backlog and aged case volumes through process improvement, resourcing, and cross-functional alignment.
• Provide executive-level reporting with insights, risks, and recommendations for continuous improvement.

• 10+ years’ experience in Customer Support, SaaS Support Operations, or Technical Support leadership.
• Experience leading global support teams across time zones, product lines, and customer segments.
• Proven success delivering high customer satisfaction while meeting SLA/OLA and operational goals.
• Expertise in support platforms such as Salesforce Service Cloud, Zendesk, Freshdesk, or Jira Service Management.
• Strong background in support metrics, reporting, forecasting, and workforce management.
• Cross-functional collaboration experience with Product, Engineering, Professional Services, and Customer Success.
• Healthcare SaaS, enterprise software, or regulated industry experience preferred.
• Passionate about customer experience, AI innovation, and healthcare technology.