Senior Director, Global Support in London

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

About the Role

We are looking for a strategic and operationally exceptional Head of Support to lead our global Support organization. This leader will own the strategy, operational execution, and transformation of Support into an AI-first, scalable, multi-product function that delivers fast, consistent, value-creating outcomes for every customer. This role oversees Support delivery across all products and regions, the AI and automation roadmap, the global hybrid and vendor delivery model, tooling modernization, services performance management, and organizational design. The ideal candidate is a strategic and operational leader with deep SaaS Support experience, strong financial acumen, and a proven ability to transform Support organizations through automation, scalable delivery models, and technology innovation. You will partner cross-functionally with Customer Success, Professional Services, Product, Engineering, and Sales to ensure customers realize maximum value from the Contentsquare platform. This role is critical in driving customer retention, satisfaction, scalability, and operational maturity as Contentsquare continues its global growth journey.

What You'll Do

• Support Strategy & Leadership
• Lead and scale a global Support organization across EMEA, North America, and APAC.
• Define and execute the Support strategy aligned with company growth objectives, retention targets, and customer outcomes.
• Lead the transformation of Support into an AI-first, scalable, multi-product function.
• Establish regional operating models and leadership structures that improve delivery consistency and operational accountability.
• Drive organizational alignment and integration initiatives following structural or product changes.
• AI & Automation Strategy
• Set and execute the roadmap for AI-driven deflection, triage, and resolution across all products.
• Lead the implementation of AI-powered support tools, chatbots, and operational agents.
• Make automation the default, not the exception, and scale containment without compromising customer experience.
• Position Support automation as a driver of both cost efficiency and customer satisfaction.
• Multi-Product Service Delivery & Operational Excellence
• Oversee end-to-end Support delivery across Contentsquare, Heap, Hotjar, and Loris.
• Run Support across Free, Growth, Pro, and Enterprise tiers with clear, enforced service standards for each.
• Own SLAs, CSAT, first contact resolution, deflection rate, and cost to serve.
• Implement operational cadences, KPI frameworks, and business review processes that improve visibility and execution.
• Lead the Support side of the Hotjar migration and build the playbook for absorbing future product transitions without service disruption.
• Partner with Product and Engineering to build support readiness for new AI-powered product features, ensuring the team is trained, tooling is in place, and ticket intake forecasts account for new product complexity before general availability.
• Global Hybrid & Vendor Delivery Model
• Build and manage a hybrid delivery model across in-house teams and outsourced partners.
• Develop tiered delivery frameworks leveraging internal teams, regional partners, and remote delivery models.
• Lead partner negotiations and vendor management initiatives to improve delivery capacity and cost efficiency.
• Establish governance models and performance standards across internal and external delivery teams.
• Technology & Systems Transformation
• Lead the modernization of Support tooling, systems, and operational infrastructure.
• Evaluate, negotiate, and implement platforms that improve customer visibility, case resolution, and KPI reporting.
• Partner with Product and Engineering on integrations and workflow automation across the Support lifecycle.
• Voice of the Customer & Growth Contribution
• Turn ticket data into product insight through a structured feedback loop into Product and Engineering, so we fix root causes, not just symptoms.
• Build the motion for Support to surface trial activations, upsell signals, and expansion opportunities to Customer Success and Sales.
• Contribute operational insights that improve product adoption, retention, and long-term customer value.
• Cross-Functional Collaboration
• Partner closely with Customer Success and Professional Services on customer lifecycle alignment.
• Product and Engineering teams on implementation challenges and customer feedback.
• Sales leadership on support positioning and tier definition.
• Finance on budgeting, forecasting, and cost-to-serve management.
• Support strategic customer escalations and complex engagements where executive oversight is required.
• Leadership & Talent Development
• Build high-performing Support leadership and delivery teams across regions.
• Build a team that is technically fluent, customer-obsessed, and comfortable working alongside AI agents.
• Create career paths across products, not within silos.
• Drive clear accountability structures, communication frameworks, and performance management practices.
• Lead teams through organizational transformation and operational scaling while maintaining execution focus and team alignment.

What You'll Need

• 10+ years of experience in Customer Support, Customer Operations, or SaaS Services leadership roles.
• Proven track record leading large-scale Support transformation initiatives.
• Proven experience scaling AI-driven support tools (chatbots, deflection engines, automation agents) from pilot to enterprise-wide deployment, with measurable containment and satisfaction outcomes.
• Demonstrated experience managing a global incident management process including on-call rotations, priority protocols, external status page communications, and post-mortem disciplines.
• Strong experience running multi-product or multi-business-unit Support in a SaaS environment, ideally through an acquisition or integration.
• Demonstrated expertise managing hybrid delivery models across in-house and outsourced teams.
• Experience implementing Support tooling, automation platforms, and scalable delivery frameworks.
• Strong financial and operational acumen with experience managing Support budgets, forecasting, and cost to serve.
• Experience leading global or regional teams in fast-paced, high-growth environments.
• Strong executive communication, stakeholder management, and organizational leadership capabilities.

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. Here are a few we want to highlight:

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.
• Work flexibility: hybrid and remote work policies.
• Generous paid time-off policy (every location is different).
• Lifestyle allowance.
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work.
• Every full-time employee receives stock options, allowing them to share in the company’s success.
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts.
• And more benefits tailored to each country.

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.