Head of Support, Semble
£80-90k
Cloud-based medical & administration system
Open for applications
Cloud-based medical & administration system
101-200 employees
Open for applications
£80-90k
101-200 employees
Company mission
To amplify the impact of healthcare professionals.
Role
Who you are
- Proven experience leading a support or customer service function at a B2B SaaS company, ideally through a period of significant growth across multiple European markets
- Extensive knowledge of CRM tools (Hubspot, Zendesk, Freshdesk or Intercom)
- A track record of building support processes and teams from the ground up, or meaningfully scaling an existing one
- Comfort owning metrics and using data to drive decisions, while always seeing every interaction as a chance to better understand our customers' needs and deliver a genuinely delightful experience
- Able to demonstrate current use of AI in the Support function ensuring greater response speed, efficiency and customer experience
- Strong people leadership - you know how to hire well, coach for growth, and build a team that genuinely cares about the customer
- Experience working cross-functionally with Product and Engineering to turn support insight into product improvement
- Experience working closely with Customer Success to identify retention risks, expansion opportunities and recurring support trends that influence commercial outcomes
- Excellent judgement under pressure - healthcare support sometimes means high-stakes, time-sensitive situations, and calm, clear thinking matters
- Experience in healthcare, healthtech or another regulated/high-trust industry is a strong plus, but not essential
- French fluency is a strong plus, but not essential
What the job involves
- Support is where Semble's promise gets tested every day. When a clinic can't book a patient, a clinician can't access a record, or an admin can't process a payment, our Support team is the difference between frustration and trust, and for healthcare businesses, that trust matters more than almost anywhere else
- We're looking for a Head of Support to lead and scale this function as Semble grows. You'll own the end-to-end support experience for our 16,000+ users - from first response through resolution - and build the team, tools, and processes to keep that experience excellent as our customer base and product surface area expand
- You'll inherit a team of five support associate and three support engineers across the UK supporting over 16,000 healthcare professionals, handling approximately 1000 tickets each month
- This is a hands-on leadership role: part people manager, part operator, part advocate for the customer inside the business
- Lead and grow the Support team - hire, coach, and develop a team of support agents, support engineers and team leads, building a culture of ownership and empathy
- Own support performance - set and hit targets for response time, resolution time, first resolution ratio, CSAT, and quality; build the dashboards and rituals to track and improve them
- Design how support scales - develop the tiering, triage, escalation paths, and knowledge base (including our Support Centre) needed to handle growing volume without losing the human touch
- Be the voice of the customer internally - work closely with Product, Engineering, and Customer Success to surface trends, close feedback loops, and influence the roadmap based on what you're hearing from real support conversations
- Handle escalations - step in personally on the complex, sensitive, or high-stakes cases, especially where patient care or clinical operations are affected
- Own the tooling - evaluate and manage the support stack (helpdesk, knowledge base, chat, AI) to make the team as efficient and effective as possible
- Report on the business of support - bring insight and recommendations to leadership on where support is working, where it isn't, and what investment is needed next
Salary benchmarks
Our take
In healthcare, overloaded systems riddled with room for error are in dire need of an overhaul. Semble (previously Heydoc) is one of the startups stepping in to try and fix the problem. Its integrated clinical system aims to help practices manage patient data and streamline their administration and operations.
Semble is not the only option in the market, but its focus on private hospitals and clinics may well work to its advantage, as many of its competitors primarily target the NHS. The company's cloud-based system aligns the company with the broader trend towards cloud-based operations, another good sign for its future growth.
A well-funded business, Semble has been able to remain at the forefront of innovation through adding automation and most recently, AI to its system. A considerable influx of investment in 2024 will help to consolidate its market position in the UK as well as support the expansion of its newer presence in France.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2026
$39.8m
SERIES C
Oct 2024
$15m
SERIES B
Total funding: $67.3m
Company benefits
- The great feeling coming with knowing you do something that matters: improving healthcare!
- Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
- 36 days holiday a year (including BH), that we will expect you to actually take so you can recharge and rest
- Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically
- Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field
- Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
- The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).
- Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!
- Comprehensive health & wellbeing support – including private health insurance, and mental health support and free therapy sessions through Oliva.
- Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office
Company values
- Impact - we do work that matters
- Collaboration - we are in it together
- Human touch - we deeply care
Company HQ
WeWork Bercy, Paris (France)
Leadership
Christoph Lippuner
(Co-Founder & CEO)Previously Executive Director at J. P. Morgan, before Co-founding and serving as CEO at Orogo.
Mikael Landau
(Co-Founder & CTO)Previously Executive Director at Goldman Sachs, before moving on to Co-found Orogo.
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