At a Glance
- Tasks: Lead and scale a world-class customer support organisation across global segments.
- Company: Join TeamViewer, a leader in digital workplace solutions with a diverse culture.
- Benefits: Enjoy competitive pay, bonuses, flexible work, and great perks like gym discounts.
- Other info: Embrace a dynamic, inclusive workplace that values your unique perspective.
- Why this job: Make a real impact on customer experience while driving innovation in support.
- Qualifications: 10-15 years in customer support leadership, preferably in SaaS environments.
The predicted salary is between 80000 - 100000 £ per year.
TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization. We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?
Responsibilities
- We are seeking a Global Head of Customer Support to lead, harmonize, and scale a world‑class, multi‑tier customer support organization across Enterprise and SMB segments for a multi‑product SaaS portfolio.
- This executive leader will own global support strategy, modernization, and cost efficiency, while delivering a consistent, high‑quality customer experience worldwide.
- The role is accountable for standardizing practices and processes across regions and products, reducing cost‑to‑serve, and leveraging AI‑driven support capabilities to improve speed, quality, and scalability.
- Operating at the intersection of Customer Success, Product, Engineering, Revenue, and Operations, this role ensures a seamless, data‑driven, and future‑ready post‑sale support experience that drives customer satisfaction, retention, and product adoption.
Key Responsibilities
- Set and execute a global customer support strategy aligned to growth, cost efficiency, and customer experience.
- Standardize global support operations across regions, products, and customer segments, including coverage models, tiers, processes, and tools.
- Build and lead a high‑performing, globally distributed support organization, developing strong regional leadership and talent pipelines.
- Own global support performance and operations, including KPIs, forecasting, capacity planning, backlog management, and continuous improvement.
- Deliver a consistent, omnichannel, end‑to‑end support experience across all customer segments and geographies.
- Drive automation, AI, self‑service, and platform modernization to improve efficiency, scale, and cost‑to‑serve.
- Lead escalations, critical incidents, and executive‑level customer engagements.
- Use data, analytics, and customer insights to reduce repeat issues, improve product quality, and inform roadmap priorities.
- Partner across Sales, Customer Success, Renewals, Product, Finance, Legal, RevOps, and IT to reduce churn, define SLAs, and optimize support economics.
- Champion a customer‑first, accountable, data‑driven culture across global teams.
- Travel Requirement – Up to 40% travel domestic and international.
Requirements
Required Qualifications
- 10–15+ years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations.
- Proven success leading global, multi‑product, multi‑tier support organizations at scale for B2C, SMB and Enterprise.
- Strong track record of improving CSAT, SLA performance, and reducing cost‑to‑serve.
- Demonstrated ability to standardize and harmonize processes across regions and teams.
- Deep expertise in support platforms, automation, and AI‑driven support models.
- Success operating in complex, global, matrixed environments.
Preferred Qualifications
- Experience in high‑growth or post‑scale SaaS environments.
- Technical or engineering‑adjacent background.
- Familiarity with ITIL, incident management, and service operations frameworks.
- Experience leading large‑scale support transformations or platform modernization initiatives.
What We Offer
- Onsite onboarding in our HQ office for an optimal start.
- Great compensation and benefits packages including company achievement bonus or sales bonus, company stocks and regular salary reviews.
- Premiums for the private pension plan (BAV) up to the maximum amount are topped up by TeamViewer.
- Public transport friendly offices.
- Option to lease an e‑bike (Germany only).
- Special terms for local gyms.
- Access to Corporate Benefits platform with many discounts.
- Regular team events and company‑wide celebrations.
- Open door policy, no dress code rules, frequent all‑hands and leadership lunches.
- Hybrid and flexible work time with up to 50% home office.
- Work from abroad program allowing up to 40 days of work outside your contracting country.
- We celebrate diversity as one of core values, join and drive one of the C‑A‑R‑E initiatives together with us!
TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C‑A‑R‑E and understand that our diverse, values‑driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
Global Head of Customer Support in London employer: TeamViewer
At TeamViewer, we pride ourselves on being an exceptional employer, offering a dynamic work culture that celebrates diversity and innovation. Our commitment to employee growth is reflected in our comprehensive benefits package, flexible working arrangements, and opportunities for professional development, all set within a vibrant office environment that fosters collaboration and creativity. Join us in shaping the future of digitalization while enjoying a supportive atmosphere that values your unique contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Customer Support in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at TeamViewer on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding TeamViewer's products and customer support strategies. Show us how your experience aligns with their goals, especially around AI-driven support and customer satisfaction.
✨Tip Number 3
Practice your pitch! Be ready to discuss how you’ve led global support teams and improved processes in past roles. We want to hear about your successes and how you can bring that magic to TeamViewer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our awesome team at TeamViewer.
We think you need these skills to ace Global Head of Customer Support in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Global Head of Customer Support role. Highlight your experience in leading customer support teams and any relevant achievements that align with our mission at TeamViewer.
Showcase Your Leadership Skills:We want to see how you've built and led high-performing teams in the past. Share specific examples of how you've standardised processes or improved customer satisfaction in previous roles.
Emphasise Data-Driven Decisions:Since this role involves a lot of data analysis, be sure to mention your experience with using data to drive decisions. Talk about how you've used analytics to improve support operations or customer experiences.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at TeamViewer
✨Know the Company Inside Out
Before your interview, dive deep into TeamViewer's mission, values, and products. Understand how their digital workplace platform works and how it leverages AI. This knowledge will help you connect your experience to their needs and show that you're genuinely interested in the role.
✨Showcase Your Leadership Experience
As a Global Head of Customer Support, you'll need to demonstrate your ability to lead diverse teams. Prepare specific examples of how you've built high-performing support organisations and standardised processes across regions. Highlight your successes in improving customer satisfaction and reducing costs.
✨Emphasise Data-Driven Decision Making
TeamViewer values a data-driven culture, so be ready to discuss how you've used analytics to inform your strategies. Share examples of how you've leveraged data to improve support performance, reduce repeat issues, and enhance customer experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think about past critical incidents you've managed and how you ensured a seamless customer experience. Practising these scenarios will help you articulate your thought process clearly during the interview.
