Support Team Lead

Who are we?

Nordhealth’s mission is to build software that improves the daily lives of healthcare professionals. We build software that empowers veterinary and therapy professionals to provide the best possible care experiences to their patients. Our products are used daily by over 55,000 professionals in clinics and hospitals across 30+ countries. We excel with 20+ years of experience in healthcare and veterinary software.

We understand that talent comes from everywhere and anywhere. The greater our diversity, the better the products we deliver. That’s why we are a remote-first company, headquartered in Helsinki, Finland, with all ~400 employees working either remotely or from collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in our other markets too, especially in Europe and North America (more at our website ).

Creating great products is 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 are seeking an experienced Support Team Leader to lead and develop a team supporting Provet, our cloud-based veterinary practice management system.

You will report directly to the Head of Support and play a key role in acting as the bridge between frontline support, customers, and senior internal stakeholders. This role combines people leadership with hands-on operational responsibility, particularly for enterprise customers. This role is focused on delivering an excellent support experience for our enterprise customers, ensuring service levels are met, communication is clear and proactive, and customer relationships are strengthened through regular engagement and transparent reporting.

As a Support Team Leader, you will be responsible for the day-to-day performance of your team, driving operational excellence, coaching and development, handle ticket escalations and ensure that each customer and acting as a key point of contact for enterprise customers. You will work closely with internal stakeholders across Product, Engineering, Customer Success, and Commercial teams to ensure customer needs are represented and addressed.

This is a UK-based role, working primarily 9:00–5:00pm GMT, with flexibility required to support a global customer base and distributed team, including occasional early or late meetings!

• Act as the primary escalation point for complex, high-impact, or time-sensitive support issues, particularly for enterprise customers.
• Take ownership of ticket escalations, ensuring issues are prioritised correctly, progressed efficiently, and resolved with clear accountability.
• Respond directly to customers when required, including during escalations, major incidents, or high-touch enterprise interactions.
• Ensure enterprise customers receive timely, clear, and proactive communication throughout the lifecycle of incidents and escalations.
• Coordinate internal response during escalations, working closely with Product, Engineering, and Customer Success to drive resolution.
• Review escalated tickets and incidents to identify root causes, trends, and improvement opportunities.
• Report directly to the Head of Support, providing regular updates on team performance, customer health, escalations, and risks.

You are a people-focused team leader with a strong customer mindset and experience supporting enterprise B2B customers in a SaaS environment. You’re comfortable balancing operational delivery with relationship management and strategic thinking.

Ideally, you bring:

• Previous experience leading or mentoring a support team in a SaaS or technology environment.
• Hands-on experience working with enterprise customers, including SLAs, escalations, and executive-level communication.
• Confidence hosting customer-facing meetings and representing support performance clearly and professionally.
• Excellent communication skills, both written…