At a Glance
- Tasks: Lead global customer support, driving automation and improving customer experiences.
- Company: Join a forward-thinking tech company focused on customer satisfaction.
- Benefits: Flexible working, inclusive culture, and international learning opportunities.
- Other info: Opportunity to influence strategy and drive measurable improvements in customer outcomes.
- Why this job: Make a real impact by shaping customer support strategies and enhancing service delivery.
- Qualifications: Proven leadership in global customer support and expertise in SaaS environments.
The predicted salary is between 90000 - 110000 £ per year.
Overview
As Vice President, Global Customer Support, you will lead Unit4’s worldwide support function to deliver fast, accountable outcomes and a unified customer experience.
You’ll partner with Product, Engineering, Cloud Operations and Go-to-Market teams to remove friction, improve resolution, and embed customer insight into business improvements.
You’ll drive automation, self-service and AI-enabled service delivery while shaping a scalable, global support model.
This role offers the opportunity to influence strategy and deliver measurable impact for customers and the organisation.
- Pay / Benefits
- flexible ways of working
- supportive and inclusive culture
- opportunities to learn and develop internationally
Responsibilities
- Lead the global Customer Support organization with a high-performance, accountable culture focused on customer outcomes
- Manage operational performance disciplines: SLAs, backlog health, resolution metrics, escalations, workforce productivity and continuous improvement
- Conduct regular operational reviews with clear accountability for outcomes, delivery, resource use and efficiency
- Define and execute a global strategy enabling scalable growth and better customer satisfaction
- Build a unified operating model ensuring consistent experience across products, regions, and segments
- Drive improvements in resolution times, service performance, and customer effort
- Collaborate with Product, Engineering, Cloud Operations and Customer Success to accelerate issue resolution
- Transform customer insights into actions improving products, services and experiences
- Promote AI, automation, knowledge management and self-service to boost outcomes and productivity
- Develop future-ready leadership, succession plans and career paths in the global team
- Lead workforce planning, budget decisions and resilience of operations
- Represent the customer in executive decisions to keep customer needs central
- Key requirements
- Leadership of large-scale global customer support or service operations in Saa S/enterprise software or tech
- Proven track record of improving customer satisfaction and operational performance
- Expertise in service management, workforce planning and business transformation
- Experience building high-performing cross-regional teams and influencing executives
- Experience implementing self-service, automation, knowledge management and AI-enabled solutions
- Strong commercial/financial acumen with budget management
- Data-driven with strong analytical and decision-making abilities
- Outstanding communication and stakeholder management skills
- Passion for improving customer experiences and enabling high performance
- Experience leading multi-product cloud software support environments
- Knowledge of modern support platforms and CX methodologies
- Experience using customer insights to influence product strategy and priorities
- Relevant certifications in leadership, service management or change management
- Experience leading large-scale transformation programs
- Global strategy alignment with growth ambitions
- Built partnerships with Product, Engineering, Customer Success, Cloud Operations and leadership
- Delivered measurable improvements in customer outcomes, resolution times and service efficiency
- Increased adoption of self-service, automation and AI-enabled support
- Reduced effort and recurring support through continuous improvement
- Created a scalable, high-performing support organization with clear accountability
- Influenced product/process improvements via customer insight and operational intelligence
- strong communication
- stakeholder management
- leadership
- AI-enabled solutions
- automation
- knowledge management
Vice President, Global Customer Support in London employer: UNIT4 Group
At Unit4, we pride ourselves on being a people-first organisation that fosters a culture of trust, accountability, and inclusivity. As a Senior Performance & Optimisation Consultant, you'll enjoy flexible working arrangements, opportunities for professional growth, and the chance to collaborate with some of the brightest minds in the software industry. Our commitment to sustainability and employee wellbeing ensures that you can thrive both personally and professionally while making a meaningful impact in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President, Global Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UNIT4 Group. 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 UNIT4 Group 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 Vice President, Global Customer Support in London
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 UNIT4 Group:Your cover letter is your chance to shine! Tell us why you want to work at UNIT4 Group 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 UNIT4 Group!
How to prepare for a job interview at UNIT4 Group
✨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.
