Client Operations Team Lead

Skin Analytics; London; On-site; GBP 100,000 - 125,000; Full time

Job description

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Please note: we are looking for candidates to be based in and around London and are happy to come to our London office 4-5 times per week.

If you are based outside of London, you must be happy to travel to our office frequently.

Skin Analytics is an award-winning digital health company that has launched the world's first AI-supported Skin Cancer pathway for a faster skin cancer diagnosis. Our AI as a Medical Device (AIaMD) is deployed in 20 NHS organisations, and growing. We are leading the way in leveraging AI technology to address the demand and capacity crisis facing Dermatology safely.

We are a team of passionate people who want to build a future where no one dies from skin cancer.

We are looking for a Client Operations Team lead who will lead, coach, and develop the Client Operations Team, ensuring smooth day-to-day operations while fostering a culture of continuous improvement and accountability. Balancing hands-on support with leadership, escalation management, and process improvement, you will be instrumental in delivering exceptional customer experiences.

What You'll Do

• Lead, coach, and mentor the Client Operations Team to achieve high performance and engagement through regular 1:1s, team stand-ups, and performance reviews
• Oversee and manage our customer support, ensuring timely and high-quality customer service across all channels (phone, email, billing, technical support, and complaints) in line with quality management policies
• Act as the escalation point for support and hardware issues, providing hands-on support as needed and stepping in to increase capacity when required
• Oversee hardware suppliers, systems, and processes to ensure smooth end-to-end management, from procurement to distribution, ongoing maintenance, and support
• Work with our current lead to improve and optimise support systems, tools, and processes, identifying opportunities for enhancement and implementing effective solutions
• Oversee reporting owned by the Client Operations Team, including audits, customer reporting, ad hoc data requests, and invoicing processes, ensuring they are completed accurately and on time
• Manage the clinical workforce, including contracted GPs and Dermatologists, overseeing their onboarding and ongoing management to ensure effective service delivery
• Oversee clinician performance reviews, including:
• The bi-annual clinical audit process
• Smaller-scale clinical audits
• Clinician KPI reviews and performance management
• Handle clinician management, including:
• New starter onboarding
• Audits
• Rostering
• Managing communications with clinicians
• Demand planning and recruitment support
• Support and eventually oversee one of our main systems' configuration processes, working with the Transformation Team to ensure streamlined organisation setups for new partner launches and configuration changes, and managing UAT processes
  
  

Requirements
Essential Experience

• Proven experience managing a customer operations or support team
• Ability to balance people leadership with hands-on operational involvement
• Strong technical proficiency, including the ability to troubleshoot and resolve support issues, identify root causes, provide clear guidance, and escalate complex problems appropriately
• Excellent communication skills, with the ability to engage effectively with stakeholders and customers
• Proficiency in reporting tools (e.g., Google Sheets, Excel)
• A proactive leader with a hands-on approach to problem-solving
• Detail-oriented, organised, and skilled at prioritising competing demands
• Collaborative and team-focused, with a commitment to continuous improvement
• Calm, resilient, and capable of performing under pressure
  
  

Desirable

• Experience with ticketing and support management tools (e.g., Jira, Zendesk, or similar)
  
  

Interview process

• 1st Stage: Screening Call with our Talent & People Lead (30 mins)
• 2nd Stage: Competency-based interview with Hiring Manager (45 mins)
• 3rd Stage: A take-home assignment, followed by a discussion of the project Presentation and general culture interview (60 mins)
  
  

Skin Analytics manufactures medical devices and complies with ISO standards 13485 and 27001. As part of your employment, you will be assigned Quality Management System (QMS) and Information Security Management System (ISMS). We require that our employees agree to complete their assigned training and diligently follow all company quality management and information security processes.

Benefits

• Competitive salary
• Bonus Structure
• Share options package - all our employees have ownership in the company
• Private healthcare incl. Partner & children
• 25 days annual leave (trialling increase to 26 days plus a company shutdown in August)
• Enhanced parental leave - includes adoption & foster
• Training budget
• Besides weekly catch-ups, monthly meetings to talk about you, and your ambitions and make plans
• Lots of fun social activities including company offsite!
  
  

The Real Stuff
Skin Analytics embraces and is committed to diversity and equal opportunities. We are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries
• Non-profit Organizations and Primary and Secondary Education