Enterprise Support Team Lead

Nordhealth

4d•Remote

About The Position

Nordhealth is a leading provider of cloud-based Practice Information Management Software (PIMS) for veterinary and therapy professionals. The company has experienced significant growth and is looking to expand its Support team within the Veterinary BU. The Enterprise Support Team Lead will be responsible for leading, coaching, and developing a team of Support Specialists who provide customer support for Provet, with a focus on enterprise-level customers. This role is crucial for ensuring a high-quality support experience for these key clients, acting as a liaison between the support team, customers, and internal stakeholders. The position combines people management with operational duties, focusing on meeting Service Level Agreements (SLAs), managing hypercare for new clients, and fostering strong customer relationships through regular communication and reporting. The role requires flexibility to accommodate a global customer base and distributed team, potentially involving early or late meetings.

Requirements

Experience from working in a fast-growing, global SaaS company.
Flexibility to work during UK hours, ideally based in the UK or elsewhere in the EU.
Experience working with enterprise customers.
Confidence in building relationships with key customer stakeholders.
Strong performance management experience, with a track record of hitting and exceeding KPIs across a wide team.
Experience with Intercom or similar ticket management systems.

Nice To Haves

Veterinary industry experience is preferred, though not essential.

Responsibilities

Lead and manage a team of Support Specialists, ensuring clear expectations, accountability, and support.
Provide regular coaching, feedback, and performance reviews to support individual development and team performance.
Identify training needs and deliver or organize onboarding, ongoing training, and knowledge-sharing initiatives.
Own the day-to-day operational performance of the team, with a particular focus on enterprise accounts.
Monitor and manage SLAs and KPIs across enterprise accounts, including response times, resolution times, CSAT, and backlog levels.
Act as the primary point of contact for large enterprise customers with multiple locations across multiple countries.
Drive continuous improvement by analyzing performance data, identifying trends, and implementing process improvements.
Own the planning and delivery of hypercare support for newly onboarded clinics and groups, from go-live through to steady-state support.
Work closely with the Onboarding and Implementation teams to plan hypercare coverage and ensure a smooth handover.
Monitor early-stage performance closely, resolving issues quickly before they affect adoption or turn into escalations.
Host regular weekly and monthly meetings with enterprise customers to review open tickets, discuss issues, and gather feedback.
Own direct communication with customers during escalations, incidents, and other high-touch interactions.
Ensure clear, timely, and proactive communication with customers throughout the ticket and escalation lifecycle.
Act as the primary escalation point for complex, high-impact, or time-sensitive support issues.
Take ownership of escalated tickets, ensuring they are prioritized correctly and progressed efficiently with clear accountability.
Respond directly to customers when required during escalations or major incidents.
Coordinate internal responses during escalations, working closely with Product, Engineering, and Customer Success teams.
Represent enterprise customer needs in cross-functional discussions.
Share customer feedback, recurring issues, and improvement opportunities with relevant stakeholders.
Provide regular updates to the Head of Support on team performance, SLAs, escalations, risks, and trends.
Review tickets and incidents to identify root causes, recurring issues, and opportunities for improvement.
Prepare clear, data-backed reporting on support performance for enterprise customers and internal stakeholders.