Customer Support Specialist providing friendly service for Finnish customers via chat and email. Collaborating with teams to ensure a smooth and enjoyable customer experience.
About the role
- VP of Customer Support leading the transformation of support operations to optimize customer retention and experience. Driving revenue-linked performance in a B2B SaaS environment focused on operational excellence.
Responsibilities
- Define and execute a support transformation strategy aligned with the PE investment thesis.
- Establish Support as a measurable contributor to retention, expansion, and EBITDA improvement.
- Develop clear KPIs tied to revenue protection and operational efficiency.
- Present performance, risk, and improvement plans to executive leadership and Board stakeholders.
- Lead global support operations (EMEA, North America, APAC).
- Standardise SLAs, escalation frameworks, and performance management.
- Implement workforce planning models aligned to ARR growth and margin targets.
- Drive adoption of AI-enabled case deflection, automation, and knowledge management.
- Improve first-contact resolution, reduce backlog, and optimise tier structures.
- Partner with Customer Success to proactively mitigate churn risk.
- Establish executive escalation governance for strategic accounts.
- Leverage customer insights to influence Product roadmap and defect reduction.
- Improve CSAT and NPS in measurable, reportable ways.
- Own global support budget.
- Optimise cost-to-serve metrics and resource productivity.
- Develop reporting that links support performance to gross margin and retention impact.
- Evaluate and enhance a more robust 24/7 staffing strategies.
- Build a high-performance leadership bench within Support.
- Introduce performance management frameworks with clear accountability.
- Foster a culture of ownership, urgency, and customer-centricity.
- Develop succession and retention plans for key leaders.
Requirements
- 12+ years of SaaS support leadership experience, ideally within £50M–£250M ARR organisations.
- Experience in Private Equity–backed environments with exposure to board-level reporting.
- Demonstrated success improving EBITDA through operational optimisation.
- Strong understanding of enterprise B2B customers and complex technical environments.
- Proven track record implementing AI, automation, and scalable support tooling.
- Data-driven, commercially minded, and comfortable operating in high-accountability cultures.
- Experience leading global, multi-site teams.
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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