Vice President Global Customer Support

Applicants must have the legal right to work in the country where this role is based. Unfortunately, we are unable to provide visa sponsorship or immigration support for this position.

Job Summary

We are looking for a seasoned VP of Global Customer Support to lead and scale our worldwide support organisation. Based in Europe, you will own the end-to-end support experience for our global customer base, overseeing teams across multiple global regions including an newly established offshore delivery centre. This is a high-impact leadership role for someone who combines deep technical empathy, operational rigour, and a passion for building world-class support cultures.

Job Responsibilities

Global Support Leadership

• Define and execute the global customer support strategy, aligning with company growth goals and customer retention targets.
• Lead, mentor, and grow distributed support teams across EMEA, Americas, and APAC.
• Own key performance metrics including CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection rates.
• Foster a customer-first culture that prioritises resolution quality, proactive communication, and continuous improvement.

Offshore Team Development

• Lead the establishment or ongoing management of an offshore support centre, including site selection, vendor evaluation, and governance frameworks.
• Design and implement onboarding, training, and quality assurance programmes tailored to offshore operations.
• Ensure seamless integration between onshore and offshore teams, maintaining consistent service quality and brand standards.
• Manage offshore partner relationships, SLAs, and performance accountability.

Microsoft 365 Platform Expertise

• Serve as the executive escalation point for complex technical issues related to the MS365 ecosystem (Exchange Online, Teams, SharePoint, Entra ID, Intune, and related services).
• Partner with Product and Engineering to surface recurring support trends, influence the product roadmap, and drive resolution of systemic issues.
• Ensure the support team maintains current certifications and technical knowledge aligned to Microsoft platform updates.

Operational Excellence, Process Optimisation & Automation

• Oversee support tooling strategy including CRM/ticketing (Zendesk, Zendesk Copilot AI), knowledge management, and AI-assisted support workflows.
• Drive a continuous process improvement programme — regularly auditing support workflows, eliminating friction, and implementing lean methodologies to reduce handle times and escalation rates.
• Champion automation across the support lifecycle: from intelligent ticket routing and auto-classification to AI-powered chatbots, macro libraries, and automated SLA alerting.
• Identify and prioritise automation opportunities that reduce manual toil for agents, enabling the team to focus on high-complexity, high-value customer interactions.
• Partner with Engineering and IT to build and maintain integrations between support platforms and the broader MS365 ecosystem, enabling real-time data flows and proactive issue detection.
• Drive self-service and deflection initiatives — including knowledge base optimisation, in-product guidance, and community forums — to improve scalability without sacrificing customer experience.
• Build robust reporting and analytics capabilities to provide executive-level visibility into support health, process efficiency, and automation ROI.

Cross-Functional Collaboration

• Act as the voice of the customer in executive forums, translating support data into strategic business insights.
• Collaborate closely with Sales, Customer Success, and Professional Services to ensure a unified post-sale customer journey.
• Partner with Finance and HR on headcount planning, budget management, and organisational design.

Job Requirements 

• 10+ years of progressive experience in customer support or customer success, with at least 4 years in a senior leadership role (Director or above) managing global teams.
• Proven track record of standing up or significantly scaling an offshore support operation — from strategy through execution.
• Deep functional knowledge of the Microsoft 365 platform and its enterprise use cases.
• Experience leading support organisations within a B2B SaaS environment with complex, multi-tenant product architectures.
• Demonstrated ability to manage budgets, vendor relationships, and multi-site operations across time zones.
• Strong analytical skills with experience using data to drive decisions and report to C-suite stakeholders.
• Demonstrated experience designing and implementing process improvement or automation initiatives in a support environment — including workflow automation, AI/chatbot deployments, or self-service tooling.

Leadership Competencies

• Exceptional communicator who can influence at the executive level and inspire individual contributors alike.
• Strategic thinker who can zoom out to set vision and zoom in to resolve critical escalations.
• High emotional intelligence with a track record of building inclusive, high-performing teams across cultures and geographies.
• Bias for action and comfort operating in fast-paced, high-growth environments.

What Success Looks Like

In your first 12 months, success means: a clearly articulated global support strategy with measurable OKRs; an offshore team that is operationally stable and delivering against SLAs; improved CSAT scores across all regions; at least two meaningful process optimisation or automation initiatives shipped and measurably impacting efficiency; and a trusted partnership with Product and Engineering that demonstrably reduces recurring support issues

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