Title: Customer Support Director
Location: , GB

Customer Support Director | Customer Support | UK | Remote

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a Customer Support Director to lead our Customer Support team in London. In this role, you will oversee RLDatix’s regional customer support organisation, accountable for delivering responsive, high-quality, and customer-centric support services that drive satisfaction, retention, and solution stability. This is a highly visible role that spans the full support lifecycle case management, SLA/OLA adherence, escalation handling, knowledge management, self-service enablement, AI-powered support innovation, and process governance ensuring our customers feel supported at every step.

How You’ll Spend Your Time

• Lead and develop the UK&I Customer Support organization, managing L1–L3 teams and Support Operations to deliver a world-class experience.
• Oversee support delivery and case management to ensure SLA compliance, fast resolution, and proactive customer communication.
• Partner cross-functionally with Product, Sustained Engineering, Customer Success, Professional Services, Managed Services, and Implementation Services to enable seamless customer outcomes.
• Establish and own operational performance metrics (SLA compliance, CSAT, NPS, case volume, backlog, and throughput) to ensure support excellence.
• Drive proactive outreach and communications, positioning Support as a relationship-led function, not just ticket resolution.
• Lead knowledge management and self-service enablement to increase content coverage, empower customers, and reduce inbound volume.
• Champion AI-powered support innovation, including chatbot tuning, agent-assist tools, and responsible AI adoption.
• Manage escalations and major incidents, coordinating real-time responses, customer updates, and post-incident reviews.
• Ensure service readiness for all product launches, with training, documentation, and enablement in place before release.
• Reduce backlog and aged case volumes through process improvement, resourcing, and cross-functional alignment.
• Provide executive-level reporting with insights, risks, and recommendations for continuous improvement.

What We’re Most Interested in You Having

• 10+ years’ experience in Customer Support, SaaS Support Operations, or Technical Support leadership.
• Experience leading global support teams across time zones, product lines, and customer segments.
• Proven success delivering high customer satisfaction while meeting SLA/OLA and operational goals.
• Expertise in support platforms such as Salesforce Service Cloud, Zendesk, Freshdesk, or Jira Service Management.
• Strong background in support metrics, reporting, forecasting, and workforce management.
• Cross-functional collaboration experience with Product, Engineering, Professional Services, and Customer Success.
• Healthcare SaaS, enterprise software, or regulated industry experience preferred.
• Passionate about customer experience, AI innovation, and healthcare technology.

Who We Are

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and Governance, Risk, and Compliance movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care!

What You Will Do

The UK&I Director/VP, Customer Support leads RLDatix’s regional customer support organization and is accountable for delivering responsive, high-quality, and customer-centric support services that drive customer satisfaction, retention, and solution stability. This role is responsible for the full support lifecycle, including case management, SLA/OLA adherence, escalation handling, knowledge management, self-service enablement, customer communication, AI-powered support innovation, and support process governance.

Customer Support partners closely with Product, Sustained Engineering, Customer Success, Professional Services, Managed Services, and Implementation Services to ensure timely resolution of customer issues, continuous product improvement, and a seamless customer experience. The UK&I Director/VP is accountable for operational excellence, support performance metrics, capacity planning, AI enablement, resource development, and continuous improvement across all customer support functions.

Key Responsibilities

Leadership & Team Management

• Lead, develop, and manage the global Customer Support organisation, including L1 Analysts, L2 Analysts, Technical Support Analysts, and Support Operations.
• Work in partnership with Sustained Engineering on L3 issues and fixes.
• Build and sustain a high-performing team culture focused on customer satisfaction, responsiveness, and accountability.
• Establish clear roles, staffing plans, onboarding, career pathing, and skills development for all support staff.
• Align frontline support, escalation management, and cross-functional teams to enable fast, effective resolution.

Support Delivery & Case Management

• Oversee all aspects of daily support operations, ensuring SLA/OLA compliance, timely responses, and resolution targets are consistently met.
• Govern case workflows from intake through resolution and closure, ensuring high-quality investigation and customer updates.
• Manage high-severity escalations and executive-level customer concerns directly.
• Ensure every customer interaction includes First-Time Fix (FTF) effort and customer-facing time, especially during active calls — reinforcing proactive ownership and trust.

Proactive Outreach & Communications

• Lead proactive outreach programmes that ensure customers feel supported before they ask — particularly during known issues, release events, or bugs.
• Position Customer Support as a relationship-led function, not just reactive ticket resolution.
• Set expectations for regular check-ins, call follow-ups, and contextual updates, with live FTF interaction prioritised wherever possible.

Knowledge Management & Self-Service

• Own the knowledge management strategy to ensure customers and support agents have access to accurate and up-to-date information.
• Partner across functions to expand the knowledgebase and improve self-service coverage.
• Monitor deflection rates and content usage, ensuring knowledge is being used to empower customers and reduce inbound volume.
• Optimise search results and ensure governance over content quality, lifecycle, and visibility.

Operational Performance & Metrics

• Be accountable for core support KPIs:
• Case Volume
• SLA Compliance (First Response / Resolution Time)
• Customer Satisfaction (CSAT)
• Escalation Trends
• Self-Service Deflection Rates
• Backlog & Aged Case Volumes
• Support Throughput (cases/day/hour per analyst)
• Monitor and improve:
• First-Time Fix (FTF) rates
• Average Handle Time (AHT)
• Ticket Age by severity
• Provide monthly/quarterly executive reporting with trends, risks, and operational commentary.

Net Promoter Score (NPS) & Customer Sentiment

• Own NPS for Customer Support — driving improvements in score, response volume, and sentiment quality.
• Ensure every interaction contributes to improved customer advocacy by focusing on issue resolution, empathy, and communication.
• Analyse detractor feedback and close the loop with corrective actions.
• Embed NPS insights into coaching, process reviews, and continuous improvement planning.

Process Governance & Continuous Improvement

• Own and continually refine support processes, workflows, escalation protocols, and QA standards.
• Lead Root Cause Analysis (RCA) and fix-once approaches for recurring issues.
• Partner with Product and Engineering to ensure trends inform roadmap prioritisation.
• Collaborate with CX Insights & Performance to ensure data accuracy and integrity across reporting.

Backlog & Aged Case Governance

• Lead efforts to reduce backlog and aged tickets through process reviews, staffing allocation, and focused remediation plans.
• Publish regular backlog reporting, with root cause analysis and executive-level transparency.
• Escalate and resolve systemic blockers affecting aged case closure.

Cross-Functional Collaboration

• Partner closely with Customer Success, Product, Engineering, PS, MS, and Implementation Services for end-to-end issue resolution.
• Represent Support in operational planning, voice-of-customer meetings, and cross-functional improvement efforts.
• Drive joint ownership models for shared tickets and escalations with Managed Services.

AI Enablement & Innovation

• Lead Support’s role in responsible AI adoption, including:
• Chatbot tuning and agent-assist tools
• Monitoring AI deflection, accuracy, and experience impact
• Continuous optimisation of AI-enabled workflows
• Define performance metrics for AI (e.g., FTF lift, AHT reduction, CSAT uplift).
• Collaborate with Global IT and other regional leads to evaluate AI technologies and governance standards.

Major Incident Management

• Act as the operational lead during major incidents:
• Real-time coordination across teams
• Regular, accurate customer updates
• Post-incident reviews and process learning loops

Service Transition & Release Readiness

• Ensure Customer Support is ready to support all product/service launches:
• Internal training, documentation, tooling, and enablement
• Pre-release scenario planning and team briefing

Global Alignment & Local Execution

• Act as the bridge between global support strategy and UK&I execution.
• Ensure regional team structure, tooling, and process flex to meet local customer needs while adopting best-in-class global standards.

Voice of the Customer

• Elevate support insights to inform product, CX, and business priorities:
• Trend analysis
• Recurring issue reporting
• Suggestions for future enhancement or enablement

Qualifications & Experience

• 10+ years in Customer Support, SaaS Support Operations, or Technical Support leadership roles.

• 5+ years managing global support teams across multiple time zones, product lines, and customer segments.

• Proven track record of delivering high customer satisfaction while meeting or exceeding SLA and operational targets.

• Experience with SaaS support models, multi-product support portfolios, and both technical and business-oriented client interactions.

• Strong background in operational metrics, reporting, forecasting, and workforce management for support organizations.

• Expertise in support platforms such as Salesforce Service Cloud, Zendesk, Freshdesk, Jira Service Management, or similar case management tools.

• Experience collaborating cross-functionally with Product, Engineering, Professional Services, Managed Services, and Customer Success.

• Healthcare SaaS, enterprise software, or regulated industry experience strongly preferred.

• Bachelor’s degree required; advanced degree preferred.

Preferred Attributes

• Strategic operator with strong attention to process discipline, delivery consistency, and customer satisfaction.

• Data-driven decision-maker with a continuous improvement mindset.

• Skilled collaborator and cross-functional influencer at the executive level.

• Team builder who develops high-performing, customer-focused support teams.

• Calm and effective under pressure, particularly when managing escalations or crisis situations.

• Passionate about delivering exceptional customer experiences and solving complex client issues.

Position Summary

The UK&I Director/VP, Customer Support leads RLDatix’s regional support organization to deliver responsive, efficient, and customer-centered support services that drive customer satisfaction, retention, and long-term success. By combining operational rigor, technical expertise, responsible AI enablement, and a deep commitment to client outcomes, this role ensures customers receive timely, transparent, and high-quality issue resolution. If you are passionate about building world-class SaaS support organizations that embrace innovation and directly contribute to customer success, we invite you to join RLDatix in our mission to change healthcare.

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