Head of Support (AI)

Location: Hybrid, based from the London or Paris office or anywhere in your base country, with flexibility to work across Europe

Company

hirify.global is a care orchestration platform for private healthcare, helping more than 16,000 healthcare professionals manage scheduling, electronic health records, billing, and patient experience.

What you will do

• Lead, hire, coach, and develop support associates, support engineers, and team leads.
• Own support performance, including response time, resolution time, first resolution ratio, CSAT, and quality.
• Design scalable tiering, triage, escalation paths, knowledge bases, and Support Centre operations.
• Use AI and support tooling to improve response speed, efficiency, and customer experience.
• Represent customer needs internally and work with Product, Engineering, and Customer Success to influence product improvements and commercial outcomes.
• Handle complex, sensitive, and high-stakes escalations affecting patient care or clinical operations, and report support insights to leadership.

Requirements

• Experience leading a support or customer service function at a B2B SaaS company, preferably during significant growth across European markets.
• Extensive knowledge of CRM and support tools such as HubSpot, Zendesk, Freshdesk, or Intercom.
• Experience building or significantly scaling support teams, processes, dashboards, and performance rituals.
• Current experience using AI in support to improve speed, efficiency, and customer experience.
• Strong people leadership, cross-functional collaboration, data-driven decision-making, and judgement in high-pressure situations.
• Experience in healthcare, healthtech, or another regulated or high-trust industry is beneficial.

Nice to have

• French fluency.
• Experience working closely with Customer Success on retention risks, expansion opportunities, and recurring support trends.

Culture & Benefits

• Flexible hybrid work with offices in London and Paris and flexibility across Europe.
• 36 days off, including a birthday day and two feel-good days.
• Private health insurance covering physical and mental health, dental, and optical care.
• New MacBook and other equipment needed for the role.
• Diverse team of more than 130 people representing 25 nationalities.