Global Customer Support Lead

2 weeks ago


London, Greater London, United Kingdom HeliosX Group Full time
About the Role

This dynamic role offers an exceptional opportunity to join HeliosX as its strategic and visionary Customer Service Director. Based in Central London, with a hybrid setup allowing 2 days in-office and 3 days remote work, you'll be part of a high-performing global customer service function.

Your mission will be to develop and execute a world-class customer service strategy that drives business growth, delivers best-in-class support, and fosters a culture of excellence within the team.

In collaboration with Medical teams, you'll leverage technology, expertise, and outsource solutions to create seamless customer experiences.

Key Responsibilities
  • Develop and execute a global customer service strategy aligned with HeliosX's business goals and objectives.
  • Lead a senior management team to drive capacity planning, resource management, performance management, quality assurance, and staff development.
  • Promote a culture of learning, growth, and continuous improvement among team members.
  • Ensure timely and insightful reporting on performance variance to budget and service KPIs.
  • Collaborate with Medical teams to drive governance and ensure seamless customer interactions, particularly in complex clinical cases, complaints, and incidents.


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