VP, Global Support
Skills
Software As A ServiceContinuous ImprovementCustomer SuccessInterest RatesMicrosoft 365Multi-Site OperationsProfessional Services
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 10+ years of progressive experience in customer support or customer success
- At least 4 years in a senior leadership role 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 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
Nice to have
- Exceptional communicator
- Strategic thinker
- High emotional intelligence
- Bias for action
- Inclusive leader
Day to day
- Lead and scale the global customer support organisation across EMEA Americas and APAC
- Own the end-to-end support experience for a worldwide customer base and ensure consistent service quality
- Drive operational excellence through process improvement automation reporting and cross-functional collaboration