Head of Customer Support

About the role

Carebit Health is looking for a Head of Customer Support to lead a remote, high‑performing team that delivers premium service to UK healthcare professionals. You will be responsible for maintaining a two‑hour first‑response target while ensuring every interaction is thoughtful, helpful and aligned with the company’s patient‑centric values.

Key responsibilities

• Oversee day‑to‑day support operations, ensuring consistent quality and speed across all channels.
• Collaborate with Product, Engineering, Growth and Operations to turn customer feedback into product improvements.
• Drive continuous improvement initiatives, leveraging AI tools such as Cari to reduce repetitive work and accelerate response times.
• Set and monitor performance metrics, including response time, satisfaction scores and escalation handling.
• Mentor and develop the support team, fostering a culture of ownership and excellence.

Required profile

• Passion for delivering exceptional customer experiences in a fast‑growing tech environment.
• Strong ownership mindset, capable of making decisions and driving process improvements.
• Tech‑savvy attitude; comfortable exploring new technologies, AI assistants and LLM prototypes.
• Experience leading support or service teams, preferably in a SaaS or health‑tech context.

Required skills

What we offer

• Fully remote, flexible working environment.
• Competitive salary of £60,000–£70,000 per year.
• Opportunity to shape the future of a profitable, bootstrapped health‑tech platform.
• Access to cutting‑edge AI tools that enhance the support experience.