Enterprise Support Team Lead (SaaS)

Location: Fully remote within Europe, ideally based in the UK or elsewhere in the EU; UK working hours required.

Company

hirify.global provides cloud-based practice information management software for veterinary and therapy professionals, including Provet for veterinary practices.

What you will do

• Lead, coach, and develop a team of Support Specialists through clear expectations, feedback, performance reviews, onboarding, and training.
• Own operational performance for enterprise accounts, monitoring SLAs, KPIs, response times, resolution times, CSAT, and backlog levels.
• Manage hypercare support for newly onboarded clinics and groups from go-live through steady-state support in collaboration with Onboarding and Implementation.
• Act as the primary contact for enterprise customers and manage regular customer meetings, escalations, incidents, and high-touch communication.
• Coordinate escalation responses with Product, Engineering, and Customer Success while representing enterprise customer needs.
• Analyse tickets, incidents, and performance data to identify root causes, recurring issues, risks, and improvement opportunities.

Requirements

• Ability to work UK hours, ideally from the UK or elsewhere in the EU.
• Experience working with enterprise customers and building relationships with key customer stakeholders.
• Strong performance management experience and a track record of meeting or exceeding KPIs across a broad team.
• Experience with Intercom or a similar ticket management system.
• Experience in a fast-growing, global SaaS company.

Nice to have

• Veterinary industry experience.

Culture & Benefits

• Remote-first work environment with distributed teams and a global healthcare focus.
• Autonomy, continuous improvement, and diverse collaboration.
• Competitive compensation and benefits.
• Learning and professional growth opportunities.
• Company events and collaboration with colleagues from around the world.