At a Glance
- Tasks: Lead and scale global customer support teams while driving operational excellence.
- Company: CoreView, a leader in Microsoft 365 tenant resilience with a collaborative culture.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Join a dynamic team that values diversity and continuous improvement.
- Why this job: Make a real impact on global enterprises and shape the future of customer support.
- Qualifications: 10+ years in customer support leadership with deep Microsoft 365 knowledge.
The predicted salary is between 113400 - 138600 £ per year.
CoreView is the global leader in Microsoft 365 (M365) tenant resilience, serving over 23 million users worldwide. We empower the world’s leading organizations to master the complexity of Microsoft M365. Through robust security and precise governance, we help ensure that our client’s environments stay cyber-resilient and productive, no matter how complex they are. Our unified, cloud-native platform delivers powerful automation, rapid value, and end-to-end visibility across the entire M365 ecosystem. Backed by world-class support and a collaborative, innovative culture, CoreView is a place where your ideas matter, and your work truly impacts global enterprises.
We are looking for a seasoned VP of Global Customer Support to lead and scale our worldwide support organisation. Based in Europe, you will own the end-to-end support experience for our global customer base, overseeing teams across multiple global regions including a newly established offshore delivery centre. This is a high-impact leadership role for someone who combines deep technical empathy, operational rigour, and a passion for building world-class support cultures.
Job Responsibilities
- Global Support Leadership
- Define and execute the global customer support strategy, aligning with company growth goals and customer retention targets.
- Lead, mentor, and grow distributed support teams across EMEA, Americas, and APAC.
- Own key performance metrics including CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection rates.
- Foster a customer-first culture that prioritises resolution quality, proactive communication, and continuous improvement.
- Offshore Team Development
- Lead the establishment or ongoing management of an offshore support centre, including site selection, vendor evaluation, and governance frameworks.
- Design and implement onboarding, training, and quality assurance programmes tailored to offshore operations.
- Ensure seamless integration between onshore and offshore teams, maintaining consistent service quality and brand standards.
- Manage offshore partner relationships, SLAs, and performance accountability.
- Microsoft 365 Platform Expertise
- Serve as the executive escalation point for complex technical issues related to the MS365 ecosystem (Exchange Online, Teams, SharePoint, Entra ID, Intune, and related services).
- Partner with Product and Engineering to surface recurring support trends, influence the product roadmap, and drive resolution of systemic issues.
- Ensure the support team maintains current certifications and technical knowledge aligned to Microsoft platform updates.
- Operational Excellence, Process Optimisation & Automation
- Oversee support tooling strategy including CRM/ticketing (Zendesk, Zendesk Copilot AI), knowledge management, and AI-assisted support workflows.
- Drive a continuous process improvement programme — regularly auditing support workflows, eliminating friction, and implementing lean methodologies to reduce handle times and escalation rates.
- Champion automation across the support lifecycle: from intelligent ticket routing and auto-classification to AI-powered chatbots, macro libraries, and automated SLA alerting.
- Identify and prioritise automation opportunities that reduce manual toil for agents, enabling the team to focus on high-complexity, high-value customer interactions.
- Partner with Engineering and IT to build and maintain integrations between support platforms and the broader MS365 ecosystem, enabling real-time data flows and proactive issue detection.
- Drive self-service and deflection initiatives — including knowledge base optimisation, in-product guidance, and community forums — to improve scalability without sacrificing customer experience.
- Build robust reporting and analytics capabilities to provide executive-level visibility into support health, process efficiency, and automation ROI.
- Cross-Functional Collaboration
- Act as the voice of the customer in executive forums, translating support data into strategic business insights.
- Collaborate closely with Sales, Customer Success, and Professional Services to ensure a unified post-sale customer journey.
- Partner with Finance and HR on headcount planning, budget management, and organisational design.
Job Requirements
- 10+ years of progressive experience in customer support or customer success, with at least 4 years in a senior leadership role (Director or above) managing global teams.
- Proven track record of standing up or significantly scaling an offshore support operation — from strategy through execution.
- Deep functional knowledge of the Microsoft 365 platform and its enterprise use cases.
- Experience leading support organisations within a B2B SaaS environment with complex, multi-tenant product architectures.
- Demonstrated ability to manage budgets, vendor relationships, and multi-site operations across time zones.
- Strong analytical skills with experience using data to drive decisions and report to C-suite stakeholders.
- Demonstrated experience designing and implementing process improvement or automation initiatives in a support environment — including workflow automation, AI/chatbot deployments, or self-service tooling.
Leadership Competencies
- Exceptional communicator who can influence at the executive level and inspire individual contributors alike.
- Strategic thinker who can zoom out to set vision and zoom in to resolve critical escalations.
- High emotional intelligence with a track record of building inclusive, high-performing teams across cultures and geographies.
- Bias for action and comfort operating in fast-paced, high-growth environments.
What Success Looks Like
In your first 12 months, success means: a clearly articulated global support strategy with measurable OKRs; an offshore team that is operationally stable and delivering against SLAs; improved CSAT scores across all regions; at least two meaningful process optimisation or automation initiatives shipped and measurably impacting efficiency; and a trusted partnership with Product and Engineering that demonstrably reduces recurring support issues.
Coreview Values
- Ownership Mindset: Take ownership. Drive outcomes.
- One Team: One team, one goal, embracing diversity - to achieve more together.
- Velocity: Decide fast. Deliver fast. Repeat.
- Continuous Improvement: Curiosity drives us. We challenge the status quo.
- Customer First: Listen deeply. Solve boldly.
- Resilience: Steady under pressure.
CoreView is an organisation which values the strength that diversity brings to the workplace. As an employer, we seek to promote equal opportunity through affirmative action. All qualified applicants will therefore receive consideration for employment and will not be discriminated against based on gender/sex, race/ethnicity, disability, age or any other protected group status (such as protected veteran status) or characteristic that is protected by local legislation.
VP, Global Support employer: CoreView
CoreView is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the SRE Manager role in the UK or Italy. With a strong emphasis on employee growth, you will have the opportunity to shape the Site Reliability Engineering team while working alongside talented professionals in a dynamic environment that values reliability and scalability. Our commitment to your development and the chance to make a significant impact from the outset makes CoreView a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land VP, Global Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CoreView. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CoreView before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP, Global Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CoreView:Your cover letter is your chance to shine! Tell us why you want to work at CoreView specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CoreView!
How to prepare for a job interview at CoreView
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
