Vice President, Global Customer Support

Overview

As Vice President, Global Customer Support, you will lead Unit4’s worldwide support function to deliver fast, accountable outcomes and a unified customer experience. You’ll partner with Product, Engineering, Cloud Operations and Go-to-Market teams to remove friction, improve resolution, and embed customer insight into business improvements. You’ll drive automation, self-service and AI-enabled service delivery while shaping a scalable, global support model. This role offers the opportunity to influence strategy and deliver measurable impact for customers and the organisation.

Pay / Benefits

• flexible ways of working
• supportive and inclusive culture
• opportunities to learn and develop internationally

Responsibilities

• Lead the global Customer Support organization with a high-performance, accountable culture focused on customer outcomes
• Manage operational performance disciplines: SLAs, backlog health, resolution metrics, escalations, workforce productivity and continuous improvement
• Conduct regular operational reviews with clear accountability for outcomes, delivery, resource use and efficiency
• Define and execute a global strategy enabling scalable growth and better customer satisfaction
• Build a unified operating model ensuring consistent experience across products, regions, and segments
• Drive improvements in resolution times, service performance, and customer effort
• Collaborate with Product, Engineering, Cloud Operations and Customer Success to accelerate issue resolution
• Transform customer insights into actions improving products, services and experiences
• Promote AI, automation, knowledge management and self-service to boost outcomes and productivity
• Develop future-ready leadership, succession plans and career paths in the global team
• Lead workforce planning, budget decisions and resilience of operations
• Represent the customer in executive decisions to keep customer needs central

Key requirements

• Leadership of large-scale global customer support or service operations in SaaS/enterprise software or tech
• Proven track record of improving customer satisfaction and operational performance
• Expertise in service management, workforce planning and business transformation
• Experience building high-performing cross-regional teams and influencing executives
• Experience implementing self-service, automation, knowledge management and AI-enabled solutions
• Strong commercial/financial acumen with budget management
• Data-driven with strong analytical and decision-making abilities
• Outstanding communication and stakeholder management skills
• Passion for improving customer experiences and enabling high performance
• Experience leading multi-product cloud software support environments
• Knowledge of modern support platforms and CX methodologies
• Experience using customer insights to influence product strategy and priorities
• Relevant certifications in leadership, service management or change management
• Experience leading large-scale transformation programs
• Global strategy alignment with growth ambitions
• Built partnerships with Product, Engineering, Customer Success, Cloud Operations and leadership
• Delivered measurable improvements in customer outcomes, resolution times and service efficiency
• Increased adoption of self-service, automation and AI-enabled support
• Reduced effort and recurring support through continuous improvement
• Created a scalable, high-performing support organization with clear accountability
• Influenced product/process improvements via customer insight and operational intelligence

• strong communication
• stakeholder management
• leadership
• AI-enabled solutions
• automation
• knowledge management

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