VP, Global Support

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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