Technical Support Lead (Healthcare)

Location: Remote, with a preference for candidates based in the UK timezone; location listed as London.

Company

hirify.global develops healthcare technology focused on personalised medicine and supports more than 1,100 clinics across four product lines.

What you will do

• Handle inbound customer support conversations in Intercom, from basic questions to complex troubleshooting.
• Host short video calls and create Loom walkthroughs to resolve customer issues and explain product features.
• Create detailed Linear tickets with reproduction steps, logs, and customer impact information.
• Build and maintain internal support documentation, Help Centre articles, SOPs, and scalable playbooks.
• Track support metrics including first response time, CSAT, and resolution time.
• Identify recurring customer issues and automation opportunities, collaborating with product, engineering, growth, and revenue teams.

Requirements

• 2+ years of professional experience in customer support, operations, or a similar role; candidates at other experience levels may also be considered.
• Experience supporting complex products used by stakeholders with different levels of technical competency.
• Experience with Intercom or a similar support platform.
• Strong written communication, customer empathy, reliability, ownership, and structured problem-solving skills.
• Ability to manage multiple conversations, investigate ambiguous issues, and escalate actionable product feedback.
• Comfort working with customers in the UK timezone is preferred.

Nice to have

• Familiarity with healthcare, SaaS, or complex operating-system-style platforms.
• Interest in automation tools such as Zapier, Notion, or Retool.
• Previous implementation or teaching experience.
• Experience in a startup or fast-moving environment.
• Potential to grow into team leadership and technical direction responsibilities.

Culture & Benefits

• Remote work with a preference for the UK timezone.
• Lean, collaborative environment with a flat hierarchy and significant individual ownership.
• Opportunity to work on healthcare technology intended to improve patient outcomes.
• Role combines direct customer interaction with support operations, automation, and cross-functional product work.