Are you ready to lead a strategic transformation in customer support for a fast-paced, innovative software company serving the Financial Services sector? We're looking for a Global Head of Customer Support to centralize operations, drive cost efficiencies, and lead change that enhances service delivery and business impact at scale.
This senior leadership role is pivotal in aligning global support functions, optimizing performance, and transforming the way we serve customers-through streamlined processes, smart technologies, and a unified team approach.
What You'll Do:Lead the consolidation of global support operations to create a unified, high-performing function.
Standardize workflows, tools, and processes to enhance consistency and reduce operational friction.
Implement scalable systems and strategic resource planning to meet growing business needs while managing costs.
Identify areas for process automation, performance improvement, and service redesign to reduce overhead and increase ROI.
Use data-driven insights to enhance support delivery while minimizing unnecessary escalations and inefficiencies.
Establish and track KPIs that align support outcomes with broader business objectives and financial goals.
Inspire and develop a global team, promoting a culture of accountability, growth, and innovation.
Restructure the support function where needed to ensure optimal team coverage, specialization, and delivery.
Collaborate across departments to ensure support initiatives are aligned with commercial strategy, product goals, and customer expectations.
Drive a transformative approach to customer experience by implementing best-in-class practices in ticketing, escalation management, and feedback integration.
Create frameworks to solve complex customer issues proactively, reducing friction and increasing satisfaction.
Champion technology adoption that accelerates response times and elevates service standards.
Proven track record in centralizing and leading global support teams within high-growth tech environments.
Expertise in cost management, process improvement, and the implementation of scalable systems.
Visionary mindset with the ability to lead transformational change across teams and geographies.
Strong leadership and communication skills, with a passion for customer experience and operational excellence.
Comfortable navigating ambiguity and driving clarity through metrics, structure, and strategic planning.
This is a permanent leadership role offering significant scope to influence the direction of customer operations in a growing, global company. If you're ready to lead the change, apply now or reach out for a confidential conversation.