User Support Service Manager (SaaS)

TL;DR

User Support Service Manager (SaaS): Elevating the support function to a world-class standard for a healthcare digital platform with an accent on CSAT improvement, workflow automation, and team leadership. Focus on integrating AI tooling, managing operational incidents, and scaling QA frameworks to ensure market leadership.

Location: Hybrid: Must be based in London (Shoreditch), UK (office attendance 3 days a week)

Salary: £40,000 – £50,000

Company

hirify.global is a Tech for Good company building a system-wide platform to provide gold-standard, efficient, and joined-up care across the NHS.

What you will do

• Line manage a team of Support Specialists and Seniors, owning 1:1s, performance reviews, and career development.
• Implement strategies to boost CSAT and optimize workflows to reduce first-response and incident response times.
• Integrate smart tooling and AI into daily support workflows to drive team efficiency and quality.
• Act as the first commander on operational incidents and manage the end-to-end complaint process.
• Own the end-to-end onboarding and training journey for new hires.
• Collaborate across Engineering, Marketing, and Clinical teams to transform user insights into actionable product changes.

Requirements

• Proven track record of transforming KPIs and overhauling service management in a SaaS or startup environment.
• Must be based in London and able to work from the Shoreditch office 3 days a week.
• Expertise in automation and AI tools to scale operational efficiency.
• Experience in people leadership, including managing rotas, scheduling, and hiring.
• Ability to remain calm and focused under pressure during volume spikes or operational incidents.

Culture & Benefits

• Office-first culture in a dog-friendly Shoreditch office with core hours of 10am–4pm.
• 28 days of holiday plus bank holidays.
• Possibility to work from anywhere for up to 4 weeks per year.
• Enhanced parental leave, fertility support, and parental loss support.
• Free healthy breakfasts, snacks, and lunches provided by an on-site chef.