Enterprise Support Team Lead

👋 Who are we? Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals. Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange. Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com About the role We are here to create great healthcare products. That’s at our very core, but it’s the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression. We’re now looking for a Enterprise Support Team Lead to support our growth and join our Support team in our Veterinary BU! The Enterprise Support Team Lead is responsible for leading, coaching, and developing a team of Support Specialists who provide customer support for Provet, our cloud-based veterinary practice management system, with a focus on our largest and most complex customers: enterprise groups operating across multiple locations and multiple countries. Reporting to the Head of Support, the Enterprise Support Team Lead plays a key role in ensuring a consistent, high-quality support experience for enterprise customers, acting as a bridge between frontline support, customers, and senior internal stakeholders. The role combines people leadership with hands-on operational responsibility, particularly for enterprise accounts.The focus of the role is on meeting SLAs, running hypercare for newly onboarded clinics, and building strong enterprise customer relationships through regular meetings, transparent reporting, and direct communication. The role requires flexibility to support a global customer base and distributed team, including occasional early or late meetings. Your key responsibilities include: Team leadership and developmentLead and manage a team of Support Specialists, ensuring clear expectations, accountability, and supportProvide regular coaching, feedback, and performance reviews to support individual development and team performanceIdentify training needs and deliver or organise onboarding, ongoing training, and knowledge-sharing initiatives SLAs and enterprise account performanceOwn the day-to-day operational performance of the team, with particular focus on enterprise accountsMonitor and manage SLAs and KPIs across enterprise accounts, including response times, resolution times, CSAT, and backlog levelsAct as the primary point of contact for large enterprise customers with multiple locations across multiple countriesDrive continuous improvement by analysing performance data, identifying trends, and implementing process improvements Hypercare for new clinicsOwn the planning and delivery of hypercare support for newly onboarded clinics and groups, from go-live through to steady-state supportWork closely with the Onboarding and Implementation teams to plan hypercare coverage and ensure a smooth handoverMonitor early-stage performance closely, resolving issues quickly before they affect adoption or turn into escalations Customer meetings and direct communicationHost regular weekly and monthly meetings with enterprise customers to review open tickets, discuss issues, and gather feedbackOwn direct communication with customers during escalations, incidents, and other high-touch interactionsEnsure clear, timely, and proactive communication with customers throughout the ticket and escalation lifecycle Escalations and customer supportAct as the primary escalation point for complex, high-impact, or time-sensitive support issuesTake ownership of escalated tickets, ensuring they are prioritised correctly and progressed efficiently with clear accountabilityRespond directly to customers when required during escalations or major incidents Cross-functional collaborationCoordinate internal responses during escalations, working closely with Product, Engineering, and Customer Success teamsRepresent enterprise customer needs in cross-functional discussionsShare customer feedback, recurring issues, and improvement opportunities with relevant stakeholders Reporting and insightsProvide regular updates to the Head of Support on team performance, SLAs, escalations, risks, and trendsReview tickets and incidents to identify root causes, recurring issues, and opportunities for improvementPrepare clear, data-backed reporting on support performance for enterprise customers and internal stakeholders What will help you to be successful in this role? Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, our humble wishlist includes: Flexibility to work during UK hours, ideally based in the UK or elsewhere in the EUExperience working with enterprise customersConfidence in building relationships with key customer stakeholdersStrong performance management experience, with a track record of hitting and exceeding KPIs across a wide teamExperience with Intercom or similar ticket management systemsVeterinary industry experience is preferred, though not essential What’s in it for you? At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎 In addition, we offer: The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcareCompetitive compensation and benefitsLearning and professional growth opportunitiesThe tools you need, and enjoy usingFrequent company events and talented colleagues from around the world If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person. Recruitment Fraud AlertNordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. name.surname@nordhealth.com or careers@nordhealth.com). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at careers@nordhealth.com. Your safety and trust are very important to us!