Vice President, Global Customer Support

Unit4
London
Workplace: RemoteFull timeGBP 157,285 - 176,507Function: Customer Support (Service Desk)Skills: ["Leadership","Stakeholder management","Communication","Analytical decision-making","Continuous improvement"]

Lead Unit4’s worldwide Customer Support organisation, owning the strategy, operating model, and capabilities that deliver consistent customer outcomes across products and geographies. Drive performance management (service levels, resolution effectiveness, escalations, backlog health, workforce productivity) and execute a global support strategy that improves customer satisfaction and operational efficiency. Partner with Product, Engineering, Cloud Operations, Customer Success, and Go-to-Market teams to remove friction, reduce recurring issues, and translate customer insight into measurable improvements, including AI, automation, and self-service.

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Unit4
Unit4
5 days ago

Vice President, Global Customer Support

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Job Summary

Lead Unit4’s worldwide Customer Support organisation, owning the strategy, operating model, and capabilities that deliver consistent customer outcomes across products and geographies. Drive performance management (service levels, resolution effectiveness, escalations, backlog health, workforce productivity) and execute a global support strategy that improves customer satisfaction and operational efficiency. Partner with Product, Engineering, Cloud Operations, Customer Success, and Go-to-Market teams to remove friction, reduce recurring issues, and translate customer insight into measurable improvements, including AI, automation, and self-service.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the global Customer Support organisation and create a high-performance, accountability-driven culture focused on customer outcomes and continuous improvement.
  • •Establish operational performance management disciplines, including service levels, backlog health, resolution performance, escalation management, workforce productivity, and continuous service improvement.
  • •Define and execute a global support strategy and unified support operating model to deliver consistent experiences across products, regions, and customer segments.
  • •Drive measurable improvements in resolution times, service performance, customer effort, and operational effectiveness, using customer insight and operational data to drive change.
  • •Champion adoption of AI, automation, knowledge management, and self-service to enhance customer outcomes and team productivity, including workforce planning and budget management.

Pay and Benefits

Salary: GBP 157,285 - 176,507

Key Requirements

  • •Demonstrated success leading large-scale global customer support, customer experience, or service operations organisations within SaaS, enterprise software, or technology businesses.
  • •Proven ability to deliver measurable improvements in customer satisfaction, operational performance, and organisational effectiveness.
  • •Strong expertise in operational leadership, service management, workforce planning, and business transformation.
  • •Experience building high-performing teams and developing leaders across multiple regions and functions.
  • •Experience implementing modern support capabilities such as self-service, automation, knowledge management, and AI-enabled solutions.
Experience:SaaSEnterprise softwareTechnologyCloud softwareERP
Skills:LeadershipStakeholder managementCommunicationAnalytical decision-makingContinuous improvement
Languages:English
Tech Stack:AIAutomationSelf-serviceKnowledge management

Company Brief

Unit4
Provides cloud ERP, HCM and FP&A software for people-centric organizations (professional services, public sector, nonprofit, higher education), delivering adaptive, self-driving enterprise applications and services globally.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Dordrecht, Netherlands
Founded: 1980
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor