VP, Global Support
New
C
CoreViewB2B SaaS
Remote - UKFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10+ years of progressive experience in customer support or customer success, with at least 4 years in a senior leadership role (Director or above)
- Required Skills
- ZendeskCRMData analytics
Requirements
- 10+ years of progressive experience in customer support or customer success.
- 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.
- 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.
Responsibilities
- 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.
- Lead the establishment or ongoing management of an offshore support centre, including site selection, vendor evaluation, and governance frameworks.
- Oversee support tooling strategy including CRM/ticketing systems and AI-assisted support workflows.
- Partner with Product and Engineering to surface recurring support trends and influence the product roadmap.
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