Director Global Customer Support

About the role:

Accountable for building and running a highly efficient scalable and cost-effective global support organisation that protects and improves Gross Revenue Retention (GRR).

This role owns support strategy tooling operating model and cost structure with a strong mandate to drive automation productivity and global labour optimisation while maintaining customer trust and renewal integrity.

This is not a sales or expansion role. The focus is retention efficiency and operational excellence.

Your Responsibilities:

• Own global customer support strategy with a clear mandate to protect and improve GRR

• Design and operate a globally distributed support model including effective use of internal best-cost Centres of Excellence

• Drive cost efficiency and productivity improvements across all regions and tiers of support

• Lead tooling strategy including case management automation AI-assisted workflows and analytics

• Reduce manual and hand-cranked support processes through automation and standardisation

• Establish modern support methodologies including tiered support models shift-left strategies and proactive issue prevention

• Partner closely with Product Customer Success and Operations to eliminate repeat issues and renewal risk

• Ensure customers in renewal windows have no unresolved support debt

• Build strong operational reporting focused on GRR impact repeat issues resolution quality and cost to serve

• Lead and develop senior regional support leaders and global functional heads

• Own support capacity planning and workforce location strategy

• Act as senior Support owner for major incidents and systemic service issues

What Success Looks Like:

• GRR improves consistently within the support-influenced customer cohort

• Cost to serve decreases while customer satisfaction and resolution quality are improved

• A significant reduction in repeat issues and false resolution

• Increased automation and self-service adoption without customer harm

• A scalable and predictable support operating model

• Clear separation between support-led retention and CS-led expansion

Who you are:

• Senior leadership experience running global customer support operations in a SaaS and services business

• Demonstrated success driving operational efficiency and cost reduction at scale

• Strong experience implementing and optimising support tooling and automation platforms

• Proven track record of moving roles to best-cost locations including offshore or nearshore COEs

• Deep understanding of GRR churn drivers and renewal risk

• Experience operating in PE-backed or highly cost-disciplined environments

• Comfortable managing large distributed teams across multiple regions and time zones

• Strong analytical capability with the ability to translate data into operational action

Preferred Background:

• Experience modernising support functions with significant manual components

• Exposure to annual contract SaaS renewal models

• Familiarity with support platforms such as Salesforce Intercom Zendesk or similar

• Experience working closely with Product and Operations on defect reduction and supportability

• Prior responsibility for Support budgets and headcount planning

• Worked with teams in multiple time-zones

Leadership Style:

• Operationally rigorous and metrics-driven

• Pragmatic and hands-on

• Comfortable making hard trade-offs on cost tooling and structure

• Calm and credible in executive and PE-facing settings

• Focused on systems and outcomes

What This Role Is Not:

• Not a sales or upsell role

• Not a Customer Success or account management role

• Not a purely tactical support management position

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and exchange for your contribution we can offer you:

• Competitive salary and benefits

• Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with

• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support

• We offer access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development. We also offer virtual training sessions - with real humans to help further support your learning needs.

A note on AI in our hiring process
We use AI-powered tools to support parts of our recruitment process such as screening and scheduling. These tools help us work efficiently but hiring decisions are always made by people.

During interviews and assessments we ask candidates not to use AI tools. We want to understand your own thinking communication style and problem-solving approach.

We want the best talent available regardless of race religion gender gender reassignment sexual orientation marital status pregnancy disability or age.