Background:
Agilio Software Group is the UK’s largest provider of back office,
compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for
talented individuals to be part of our journey.

Job purpose:
We are seeking a proactive, service-oriented leader to serve as Head of
Support. This is a senior operational role responsible for delivering
exceptional support experiences across a diverse customer base, from
high-volume digital channels to strategic, high -touch engagements.

You will lead and scale a multi-tiered Support team, ensuring timely
resolution, customer satisfaction, and continuous improvement in
service delivery. Your focus will be on operational excellence, team
development, and driving customer-centric outcomes th rough data,
process, and technology.

You’ll work closely with Product, Engineering, Customer Success, and
Enablement to ensure support is aligned with product evolution,
customer needs, and business goals.

You will be responsible for:

Support Operations & Service Delivery
• Oversee day-to-day support operations ensuring SLAs and KPIs are
consistently met
• Implement and optimise support workflows, triage processes, and
escalation paths to ensure efficient and effective resolution
• Monitor ticket volumes, response times, and resolution rates,
identifying trends and areas for improvement
• Contribute to strategic service design to ensure ongoing scalable
future delivery
• Integration of support teams in future acquisitions

Customer Satisfaction & Retention
• Own CSAT while driving initiatives to improve customer experience and
satisfaction
• Collaborate with Customer Success and Account Management to
ensure support contributes to retention and renewal goals
• Lead root cause analysis for recurring issues and partner with Product
and Engineering to drive long-term fixes

Metrics, Reporting & Insight
• Define and report on key support metrics (e.g. CSAT, FTR, MTTR,
backlog, escalation rate), providing actionable insights to leadership
• Use data to identify patterns, risks, and opportunities for service
improvement
• Feed support insights into product development and customer success
planning

Team Leadership
• Lead, coach, and develop a high-performing Support team across
multiple tiers and specialisms
• Provide mentoring and performance feedback through Team Leads and
direct coaching
• Partner with People and senior leadership to hire, onboard, and retain
top talent in line with customer growth

Escalation & Advocacy
• Act as a senior point of escalation for complex or high-impact support
cases
• Champion the voice of the customer by translating support feedback
into actionable insight for Product and Engineering
• Ensure feedback loops are closed visibly with customers and internal
teams

Cross-Functional Collaboration
• Work with Enablement to ensure support teams are trained on new
features, workflows, and customer engagement strategies
• Collaborate with Product and Engineering on bug triage, feature
requests, and release readiness
• Partner with Customer Success and Sales to ensure cohesive lifecycle
delivery and customer experience

The skills and experience which we are looking for in our Head of
Customer Support are:

Experience & Knowledge
• 8+ years in Customer Service, ideally SaaS which could include
Support, Service Delivery, or Customer Operations within B2B SaaS,
with at least 5 years in team management
• Experience leading multi-tiered support teams across digital and hightouch channels
• Familiarity with support platforms (e.g. Zendesk, Freshdesk, Salesforce
Service Cloud), and knowledge base tools as well as Support best
practices
• Strong grasp of support best practices: triage, escalation, SLA
management, CSAT/NPS tracking, and team scaling
• Data-driven and analytical mindset — comfortable defining and
reporting on KPIs such as CSAT, FRT, ART, and backlog
• Experience in healthcare or regulated environments is a plus,
especially within Primary Care or Dental sectors

Skills & Attributes
• Excellent people leadership and coaching skills; experienced in
managing team leads and individual contributors
• Operationally strong — skilled in building scalable support processes
and driving continuous improvement
• Calm and empathetic communicator with strong stakeholder
management and escalation handling
• Commercially aware — understands the role of support in retention and
customer lifetime value
• Comfortable interpreting support data and driving change through
insight

Additional Information
This is a full-time role based remotely.

Job type: Full-time, permanent, some out of hour’s work and travel may
be required from time to time.

Salary: Competitive salary and generous benefits
• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal

If you feel you have what it takes to join our team, we look forward to
receiving your application!

If you are interested in applying, please email your CV along with a
covering letter to central.people@agiliosoftware.com