Vice President, Global Customer Support

• Lead the global Customer Support organisation and create a high-performance culture
• Establish and maintain operational performance management for service levels, backlog health, resolution performance, escalations, workforce productivity and continuous improvement
• Lead operational reviews covering customer outcomes, service delivery, resource utilisation and support efficiency
• Define and execute a global support strategy for scalable growth, customer satisfaction, service quality and operational efficiency
• Build and evolve a unified support operating model across products, regions and customer segments
• Improve resolution times, service performance, customer effort and operational effectiveness
• Partner with Product, Engineering, Cloud Operations and Customer Success to accelerate issue resolution and eliminate recurring challenges
• Convert customer insight, feedback and operational data into product, service and experience improvements
• Drive adoption of AI, automation, knowledge management and self-service capabilities
• Develop leadership capability, succession plans and career pathways
• Lead workforce planning, investment decisions and budget management
• Serve as executive voice of the customer and influence strategic priorities

• Demonstrated success leading large-scale global customer support, customer experience or service operations organisations within SaaS, enterprise software or technology businesses
• Proven ability to deliver measurable improvements in customer satisfaction, operational performance and organisational effectiveness
• Strong expertise in operational leadership, service management, workforce planning and business transformation
• Experience building high-performing teams and developing leaders across multiple regions and functions
• Demonstrated ability to influence executive stakeholders and drive alignment across complex organisations
• Experience implementing self-service, automation, knowledge management and AI-enabled solutions
• Strong commercial and financial acumen with experience managing budgets, investments and organisational resources
• Data-driven mindset with excellent analytical and decision-making capabilities
• Outstanding communication and stakeholder management skills
• Experience leading support organisations within a multi-product cloud software environment
• Knowledge of modern customer support platforms, service operations frameworks and customer experience methodologies
• Experience using customer insight to influence product strategy, service design and business priorities
• Relevant certifications in leadership, service management, operational excellence or change management
• Experience leading large-scale transformation and change programmes

• Flexible ways of working
• Supportive and inclusive culture
• Opportunities to learn, grow and develop your career internationally
• Opportunity to transform a critical global function and shape the future of customer support