? India · Remote · Full time
? Working hours: UK business hours
? Customer Support · Ticket Operations · SLAs · Escalations · Team Leadership

Lead customer support for a complex UK healthcare platform
Script Assist is looking for an experienced Manager, Client Support Operations to lead the day-to-day customer support and ticketing operation across our clinic, pharmacy and wider healthcare platform.
This is a customer support leadership role for someone with deep experience supporting complex EHR, EMR, HIS or clinical software.
You will be responsible for:
The customer support team
The live ticket queue
Ticket allocation and prioritisation
First-response and resolution SLAs
Ticket ageing and backlog
Escalated customer issues
Support-response quality
Team coaching and performance
Coordination with Product, Engineering and QA
Support reporting and continuous improvement
You will be the most senior day-to-day owner of the Script Assist support operation.
This is not a generic call-centre management role.
This is not Customer Success, account management,



implementation or internal IT support.
We need someone who understands both:
How to run an excellent customer support operation
How complex healthcare software actually works

About Script Assist
Script Assist is building the operating system for next-generation private healthcare in the UK.
Our platform is used by clinics, pharmacies and healthcare operators and supports tens of thousands of medical cannabis prescriptions every month.
We are expanding into additional areas of private healthcare, including:
ADHD
Weight management
Longevity
Specialist private medicine
Other complex treatment areas
Our software supports live, regulated workflows across clinics and pharmacies.
When a customer raises an issue, the response needs to be accurate, well prioritised, professionally communicated and properly owned through to resolution.

The role
You will lead the support team responsible for customer tickets across:
The clinic

📌 Manager, Client Support Operations – EHR (India)
🏢 Script Assist
📍 India