Customer Success and Support Lead

H2 Cognitive Designs (H2CD) is a health technology company working at the intersection of cognitive science, clinical research, and large-scale digital assessment. We build platforms used to measure cognitive performance across clinical trials, occupational health programmes, and large institutional deployments in the UK and internationally.

Our clients include demanding and security-conscious organisations across healthcare, national institutions, and sectors where the performance and reliability of what we build genuinely matter. Our infrastructure is cloud-native, and our engineering team is distributed, collaborative, highly skilled and highly specialised. We have a rapidly growing portfolio of significant projects, and this role sits at the heart of how we deliver them.

The Role

This is a customer success and support operations position. You will work day-to-day with clients, study teams, researchers, and end-users — managing incoming support, running proactive outreach, and building the operational infrastructure that keeps both relationships and data collection on track. You will own the full support funnel: triaging contacts, maintaining runbooks, and holding the escalation path into engineering.

You will own customer success and support as an area of practice within the team. That means reaching out before clients need to chase you, pushing back when a process creates unnecessary friction, and making reliable, human-centred support central to how the platform is experienced. A significant part of the early work will be standing up that operation from a nascent state — moving from an ad hoc email queue to a structured, tiered system with clear ownership at every level.

What You Will Be Doing

Handle incoming support for participants and clients, and run proactive outreach to study teams before issues arise
Triage contacts to distinguish routine requests from genuine incidents, routing each to the appropriate tier — first-line resolution, escalation to technically capable staff, or the engineering team
Design and implement a tiered support structure with defined SLAs at each level
Select, configure, and migrate to a support platform that automatically identifies the study and cohort associated with each incoming request
Leverage existing AI tooling — including intelligent triage, automated routing, and AI-assisted response drafting — to handle routine contacts at scale and keep response times within SLA
Build and maintain runbooks and escalation pathways so recurring problems are never solved from scratch twice, and new support staff can reach competency quickly
Develop self-service content and a help centre that measurably reduces routine incoming contact, with participant-facing materials kept simple and accessible
Own the escalation path into engineering for genuine incidents, with a documented fallback that holds when you are unreachable
Scope access and quality standards for any outsourced or temporary support layer, ensuring health-data governance is maintained
Feed patterns from the support funnel back into product to reduce recurring issues over time
Hire and train a support team beneath you as contact volume justifies it
Support with the setup of automated email reminders based on the customer journey
What We Are Looking For

Strong people skills — able to run a proactive client relationship and a reactive support queue with the same calm, and to tell the difference between someone who needs a fix and someone who needs to feel heard
Support operations experience — comfortable designing and working within tiered support structures and SLA frameworks, with experience working alongside an outsourced team
Platform and tooling judgement — experience evaluating and implementing support platforms, ideally with exposure to AI-assisted support tools, automated routing, and study or account-based contact identification
Ownership and judgement — takes responsibility for the operation, documents as they go, and builds things other people can inherit
Enough technical credibility to hold your own in an escalation, route issues correctly, and talk to engineering on their level; familiarity with a web stack (Python, Django, Postgres) is useful context, but judgement is the bar
Experience in a healthcare, clinical research, or data-sensitive environment is a strong advantage
To apply, submit a CV, portfolio, and a short cover letter explaining your interest and relevant experience. Informal enquiries to [email protected]. No agency applications.

This role is not eligible for UK visa sponsorship. Applicants must have the right to work in the UK independently and for the duration of their employment.

Pay: £55,000.00-£60,000.00 per year

Work Location: Hybrid remote in London EC2A