VP, Global Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop and implement a global customer support strategy that aligns with the company's growth objectives and customer retention goals.

• Lead, mentor, and expand distributed support teams across EMEA, Americas, and APAC regions.

• Take ownership of CSAT, NPS, FCR, AHT, SLA fulfillment, and ticket deflection metrics.

• Promote a customer-centric culture that emphasizes resolution quality, proactive communication, and continuous improvement.

• Establish or manage an offshore support center, including site selection, vendor assessment, and governance frameworks.

• Create and execute onboarding, training, and quality assurance programs for offshore operations.

• Integrate onshore and offshore teams while ensuring consistent service quality and adherence to brand standards.

• Manage relationships with offshore partners, including SLAs and performance accountability.

• Act as the executive escalation point for intricate Microsoft 365 technical issues.

• Collaborate with Product and Engineering teams on support trends, influence product roadmaps, and resolve systemic issues.

• Oversee support tools, CRM/ticketing systems, knowledge management, and AI-assisted workflows.

• Propel process improvement initiatives, lean methodologies, automation, self-service solutions, reporting, and analytics efforts.

• Work in conjunction with Sales, Customer Success, Professional Services, Finance, and HR on the post-sale journey, headcount, budgets, and organizational design.

⛳️ Requirements

• Over 10 years of progressive experience in customer support or customer success, with at least 4 years in a senior leadership role overseeing global teams.

• Demonstrated success in establishing or significantly scaling an offshore support operation.

• Extensive functional knowledge of Microsoft 365 and its enterprise use cases.

• Experience in leading support organizations within a B2B SaaS environment that features complex, multi-tenant product architectures.

• Proven ability to manage budgets, vendor relationships, and multi-site operations across various time zones.

• Strong analytical capabilities, utilizing data for decision-making and C-suite reporting.

• Experience in designing and implementing support process improvements or automation initiatives, including workflow automation, AI/chatbot deployments, or self-service tools.

• Exceptional communication and influence skills at the executive level.

• Strategic thinker with the capability to manage critical escalations effectively.

• High emotional intelligence with experience in building inclusive, high-performing teams across diverse cultures and regions.

• Proactive mindset and comfort in dynamic, high-growth environments.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package, including medical, dental, and vision.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to promote work-life balance.

• Engaging company culture with team-building activities and events.