At a Glance
- Tasks: Lead global customer support, driving strategy and operational excellence for a people-centric cloud company.
- Company: Join a fast-paced growth cloud company revolutionising ERP for mid-market organisations.
- Benefits: Flexible working, inclusive culture, and opportunities for international career development.
- Other info: Diversity and inclusion are at our core; we welcome all qualified candidates.
- Why this job: Shape the future of customer support and make a real impact on thousands of customers.
- Qualifications: Experience in leading global customer support and a passion for improving customer experiences.
The predicted salary is between 72450 - 88550 £ per year.
We're a fast-paced growth cloud company, changing the game in ERP for mid-market people-centric organisations.
We're on a mission to turn 40 years of conventional legacy ERP software on its head and re-write the industry.
We are in Business for People, empowering people in service organisations with innovative Enterprise and Business software solutions.
We've innovated and taken a new approach to delivering ERP that works for people.
Self-driving, adaptive and intuitive software that is changing the way people work.
Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.
Job Description
Customer support is a critical driver of customer trust, retention and growth.
At Unit4, we want support to be faster, simpler and more accountable, with clear ownership from first contact through to resolution.
As Vice President, Global Customer Support, you will lead our worldwide support organisation and define the strategy, operating model and capabilities that enable customers to achieve successful outcomes quickly and consistently.
You will be accountable for ensuring every customer experiences one Unit4, regardless of product, geography or internal team structure.
This role combines executive leadership, operational excellence and customer advocacy.
You will work closely with leaders across Product, Engineering, Cloud Operations, Customer Success and Go-to-Market teams to remove friction, improve resolution effectiveness and ensure customer insight drives meaningful business improvement.
You will also play a key role in shaping the future of support through automation, self-service, AI and modern service delivery practices.
This is an opportunity to lead a business-critical global function, influence company strategy and create measurable impact for customers, employees and the wider organisation.
What You Will Do
- Lead the global Customer Support organisation, creating a high-performance culture focused on accountability, customer outcomes and continuous improvement.
- Establish / maintain rigorous operational performance management disciplines, including ownership of service levels, backlog health, resolution performance, escalation management, workforce productivity and continuous service improvement.
- Lead regular operational reviews with clear accountability for customer outcomes, service delivery performance, resource utilisation and support efficiency metrics.
- Define and execute a global support strategy that enables scalable growth while improving customer satisfaction, service quality and operational efficiency.
- Build and evolve a unified support operating model that delivers a consistent experience across products, regions and customer segments.
- Drive measurable improvements in resolution times, service performance, customer effort and operational effectiveness.
- Partner with Product, Engineering, Cloud Operations and Customer Success leaders to accelerate issue resolution and eliminate recurring customer challenges.
- Transform customer insight, feedback and operational data into actions that improve products, services and customer experiences.
- Champion the adoption of AI, automation, knowledge management and self-service capabilities that enhance both customer outcomes and team productivity.
- Develop future-ready leadership capability, succession plans and career pathways across the global support organisation.
- Lead workforce planning, investment decisions and budget management to ensure support operations remain resilient, scalable and cost-effective.
- Serve as an executive voice of the customer, influencing strategic priorities and ensuring customer needs remain central to decision-making.
Qualifications
- Demonstrated success leading large-scale global customer support, customer experience or service operations organisations within Saa S, enterprise software or technology businesses.
- Proven ability to deliver measurable improvements in customer satisfaction, operational performance and organisational effectiveness.
- Strong expertise in operational leadership, service management, workforce planning and business transformation.
- Experience building high-performing teams and developing leaders across multiple regions and functions.
- Demonstrated ability to influence executive stakeholders and drive alignment across complex organisations.
- Experience implementing modern support capabilities including self-service, automation, knowledge management and AI-enabled solutions.
- Strong commercial and financial acumen with experience managing budgets, investments and organisational resources.
- Data-driven mindset with excellent analytical and decision-making capabilities.
- Outstanding communication and stakeholder management skills with the ability to build trust at all organisational levels.
- A passion for improving customer experiences and creating environments where people can perform at their best.
- Experience leading support organisations within a multi-product cloud software environment.
- Knowledge of modern customer support platforms, service operations frameworks and customer experience methodologies.
- Experience using customer insight to influence product strategy, service design and business priorities.
- Relevant certifications in leadership, service management, operational excellence or change management.
- Experience leading large-scale transformation and change programmes.
- Established a clear global support strategy and operating model aligned to Unit4's growth ambitions.
- Built trusted partnerships across Product, Engineering, Customer Success, Cloud Operations and executive leadership teams.
- Delivered measurable improvements in how we deliver great customer outcomes, resolution times, service quality and operational efficiency.
- Increased customer adoption of self-service, automation and AI-enabled support experiences.
- Reduced customer effort and recurring support demand through proactive continuous improvement initiatives.
- Created a high-performing, scalable support organisation with strong leadership capability and clear accountability.
- Influenced meaningful product, process and customer experience improvements through customer insight and operational intelligence.
- Additional Information
- Success in This Role
Within your first 12-18 months, you will have
- Established a clear global support strategy and operating model aligned to Unit4's growth ambitions.
- Built trusted partnerships across Product, Engineering, Customer Success, Cloud Operations and executive leadership teams.
- Delivered measurable improvements in how we deliver great customer outcomes, resolution times, service quality and operational efficiency.
- Increased customer adoption of self-service, automation and AI-enabled support experiences.
- Reduced customer effort and recurring support demand through proactive continuous improvement initiatives.
- Created a high-performing, scalable support organisation with strong leadership capability and clear accountability.
- Influenced meaningful product, process and customer experience improvements through customer insight and operational intelligence.
- Why Join Us
At Unit4, Business for People is more than a philosophy. It shapes how we build technology, support our customers and create opportunities for our people to thrive.
You will join a global organisation where innovation, collaboration and continuous improvement are encouraged and where leaders have the opportunity to make a genuine impact on business outcomes and customer success.
We offer flexible ways of working, a supportive and inclusive culture, and opportunities to learn, grow and develop your career internationally.
Most importantly, you will have the opportunity to transform a critical global function, shape the future of customer support and help deliver exceptional experiences for thousands of customers around the world.
Diversity, Equity & Inclusion
At Unit4, we're committed to creating a workplace where everyone belongs.
We celebrate diversity and believe different perspectives, experiences and backgrounds help us build better solutions for our customers and a stronger future for our people.
We welcome applications from all qualified candidates and are committed to providing an inclusive recruitment experience.
Discover how we enable work-life fusion for our people so they can bring their full selves to work and excel in their careers, while also prioritizing their personal lives and physical/mental wellbeing
Explore our benefits and discover how we create a truly rewarding experience—combining practical and tangible benefits with meaningful support.
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Vice President, Global Customer Support in London employer: UNIT4 NV
UNIT4 NV is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, we offer extensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Our commitment to leveraging cutting-edge AI technology not only enhances customer performance but also empowers our employees to make a meaningful impact in their careers.
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 NV. 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 NV 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 NV:Your cover letter is your chance to shine! Tell us why you want to work at UNIT4 NV 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 NV!
How to prepare for a job interview at UNIT4 NV
✨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.
