? 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 platformScript 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 AssistScript 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 roleYou will lead the support team responsible for customer tickets across:

- The clinic platform
- The pharmacy platform
- Prescribing workflows
- Dispensing workflows
- Patient and operational workflows
- Payments and reconciliation
- Configuration and permissions
- Product and technical issues

You will make sure every important ticket has:
- The correct priority and severity
- A clear owner
- Sufficient evidence and context
- An appropriate customer response
- Regular updates
- Timely internal escalation
- A clear resolution path
- Proper closure and documentation

You will not simply monitor dashboards from a distance. You must be capable of stepping into the most difficult tickets, understanding the underlying problem and helping the team determine what should happen next.

What you will ownTicket operationsYou will own:

- Daily management of the support queue
- Ticket allocation
- Ticket priority and severity
- First-response SLAs
- Resolution SLAs
- Ticket ageing
- Backlog management
- Overdue-ticket escalation
- High-risk and business-critical cases
- Queue coverage and team capacity
- Customer updates
- Ticket closure quality
- Support reporting

No important ticket should disappear, stall or remain unclear. Support-team leadershipYou will:
- Lead and coach customer support team members
- Set clear standards for ticket responses
- Review ticket quality




- Improve investigation and troubleshooting
- Allocate work effectively
- Monitor individual and team performance
- Identify coaching and training needs
- Support hiring and onboarding
- Build team capability
- Create greater ownership and accountability
- Help robust team members progress

We need someone who can raise both the quality and speed of the entire support operation. Escalations and difficult customersYou will take ownership of:
- Complex customer complaints
- Escalated support cases
- Business-critical incidents
- Frustrated clients
- Missed or at-risk SLAs
- Repeated problems
- Cases requiring senior internal attention

You should be able to communicate calmly and credibly with UK clinic, pharmacy and operational stakeholders. You must provide clear updates without overpromising and maintain customer confidence while the issue is investigated.

Product and Engineering coordinationMany support cases will require help from Product, Engineering, QA or other internal teams.

You will ensure that the support team:

- Gathers the right evidence
- Reproduces issues where possible
- Documents expected and actual behaviour
- Distinguishes urgency from noise
- Escalates clearly
- Chases internal actions
- Keeps customers updated
- Retains ownership until closure

A ticket should not become somebody else’s problem simply because it has been passed to Engineering. Issue classification and judgementYou and the team must be able to distinguish between:
- Software defects
- Configuration issues
- Workflow issues
- Permissions or role issues
- Data issues
- Integration issues
- User errors
- Training requirements
- Product-enhancement requests

That judgement is essential. We do not want a support operation that forwards every request to Product or Engineering without first understanding it.

Support quality and continuous improvementYou will help improve:

- Support SOPs
- Escalation procedures
- Ticket templates
- Knowledge-base articles
- Troubleshooting guides
- Customer communications
- Support workflows
- Ticket categorisation
- Root-cause analysis
- Recurring-issue reporting
- Support metrics
- Automation and AI-assisted support processes

You should be able to identify patterns across tickets and help reduce repeated problems over time. EHR / EMR / HIS experienceDeep enterprise healthcare-software experience is essential.

We are particularly interested in candidates who have worked in customer, client, product or technical support for platforms such as:

- NextGen Healthcare
- Oracle Health / Cerner
- Altera Digital Health / Allscripts / Veradigm
- Epic
- InterSystems / TrakCare
- MEDITECH
- Dedalus
- eClinicalWorks
- athenahealth
- Another substantial EHR, EMR or HIS platform

Your experience should come from supporting live, post-go-live customers using complex healthcare software. Simply using an EHR as an end user is not enough.

Generic SaaS support experience without significant EHR, EMR or HIS depth is not enough.





Relevant previous titlesThis role may suit someone currently or previously working as a:

- Manager, Client Support Operations
- Customer Support Operations Manager
- Technical Support Manager
- Senior Technical Support Manager
- Product Support Manager
- Support Services Manager
- Client Support Manager
- Senior Support Team Lead

A senior Technical Support Consultant or Product Support Specialist may also be relevant where they have already led people, queues, escalations and support quality. What we are looking forYou will typically have:
- Approximately 5–10 years of customer, client, technical or product support experience
- Deep experience supporting an enterprise EHR, EMR or HIS
- Experience leading or formally managing support staff
- Experience running a live customer-support queue
- Experience owning SLAs, backlog and ticket ageing
- Experience handling difficult customer escalations
- Experience improving support quality
- Strong understanding of healthcare-software workflows
- Experience working with Product, Engineering and QA
- Excellent spoken and written English
- Confidence leading calls with UK healthcare customers
- Strong organisation and follow-through
- Calm judgement under pressure
- Comfort remaining hands-on with complex tickets
- Comfort working UK business hours

Particularly valuable experienceWe would especially value experience with:
- EHR client support
- EMR client support
- HIS support operations
- Product support
- Technical support management
- Ticket and case management
- SLA management
- Escalation management
- Incident management
- Problem management
- Root-cause analysis
- Support-quality reviews
- Knowledge management
- Team coaching
- Workforce and queue planning
- Support analytics
- Customer-support automation
- AI-assisted ticket triage or knowledge management

Experience with platforms such as ServiceNow, Jira Service Management, Zendesk, Freshdesk or Salesforce Service Cloud may be useful, but the exact ticketing tool is not important. This role is not designed for candidates whose experience is mainly
- Customer Success
- Account management
- Software implementation
- Project delivery
- Internal application support
- Internal IT service desk
- Infrastructure support
- Software engineering
- Medical coding
- Revenue cycle management
- Generic BPO or contact-centre management
- Healthcare operations without software-support leadership

Your core experience must be managing live customer support and ticket operations for complex healthcare software. Why join Script Assist?You will have real ownership of an important function inside a fast-growing UK healthcare technology company.

You will work across

- Clinic software
- Pharmacy software
- EHR and EMR-style workflows
- Customer support
- Product
- Engineering
- Quality
- Regulated healthcare operations

You will have the opportunity to build a stronger support operation, develop the team and shape how Script Assist supports its customers as the company grows. For the right person, this role can develop into broader leadership of the customer support function.

Apply

- Apply if you have led customer or client support operations for a complex EHR, EMR or HIS platform and can combine team leadership, ticketing discipline, customer communication and healthcare-software expertise.

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