Head of Customer Support

👋 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

This is a role for the Therapy Business Unit. Nordhealth is building the leading practice management platform for health professionals. Support is one of our core value propositions and a defining part of our product experience. We are looking for a Head of Customer Support who can run a high-performing frontline organization, develop strong managers, and turn support into a competitive advantage.

You will lead our global support team, set the operational model, coach team leads, and elevate support into a true USP for our customers. Support is central to how customers experience our product. You will have a full mandate to shape and elevate the function. This role reports to the CEO of Therapy and is a key member of the executive committee.

This is a role for someone who has run real operations at scale. You must be able to act decisively and guide a team through high volume, high expectations, and continuous change! 🚀

Your key responsibilities include:

• Lead and develop our support organization (40+ people) across multiple markets
• Deliver a consistent, premium support experience aligned with Nordhealth’s mission
• Improve SLAs, quality, and customer satisfaction through clear systems and coaching
• Establish operational cadence: queues, staffing, escalation management, QA, onboarding
• Partner with Engineering, Product, and Commercial to turn support signals into improvements
• Leverage AI to build self-service, knowledge systems, and automation with Support Ops
• Shape support culture: standards, expectations, accountability
• Drive hiring and development of top-tier support talent

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:

• Experience leading operations teams of 20+ in SaaS

• Proven ability to manage and coach frontline leaders

• Data driven and strong command of operational mechanics

• Clear communication and steady leadership under pressure

• Ability to balance performance, morale, and change

• Strategic understanding of how support influences product, retention, and brand

• Comfortable with ambiguity, fast decisions, and ownership

• Hands-on experience using AI and bonus if you are deeply familiar with Intercom

Bonus: Experience building support as a product differentiator (premium support, embedded support features, AI-enabled workflows).

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 healthcare

• Competitive compensation and benefits

• Learning and professional growth opportunities

• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

If you enjoy working in a fast-growing and inter