**About the role**:
Accountable for building and running a highly efficient, scalable and cost-effective global support organisation that protects and improves Gross Revenue Retention (GRR). This role owns support strategy, tooling, operating model and cost structure, with a strong mandate to drive automation, productivity and global labour optimisation while maintaining customer trust and renewal integrity. This is not a sales or expansion role. The focus is retention, efficiency and operational excellence. **Your Responsibilities**: - Own global customer support strategy with a clear mandate to protect and improve GRR
- Design and operate a globally distributed support model, including effective use of internal best-cost Centres of Excellence
- Drive cost efficiency and productivity improvements across all regions and tiers of support
- Lead tooling strategy, including case management, automation, AI-assisted workflows and analytics
- Reduce manual and hand-cranked support processes through automation and standardisation
- Establish modern support methodologies including tiered support models, shift-left strategies and proactive issue prevention
- Partner closely with Product, Customer Success and Operations to eliminate repeat issues and renewal risk
- Ensure customers in renewal windows have no unresolved support debt
- Build strong operational reporting focused on GRR impact, repeat issues, resolution quality and cost to serve
- Lead and develop senior regional support leaders and global functional heads
- Own support capacity planning and workforce location strategy
- Act as senior Support owner for major incidents and systemic service issues **What Success Looks Like**: - GRR improves consistently within the support-influenced customer cohort




- Cost to serve decreases while customer satisfaction and resolution quality are improved
- A significant reduction in repeat issues and false resolution
- Increased automation and self-service adoption without customer harm
- A scalable and predictable support operating model
- Clear separation between support-led retention and CS-led expansion **Who you are**: - Senior leadership experience running global customer support operations in a SaaS and services business
- Demonstrated success driving operational efficiency and cost reduction at scale
- Strong experience implementing and optimising support tooling and automation platforms
- Proven track record of moving roles to best-cost locations, including offshore or nearshore COEs
- Deep understanding of GRR, churn drivers and renewal risk
- Experience operating in PE-backed or highly cost-disciplined environments
- Comfortable managing large distributed teams across multiple regions and time zones
- Strong analytical capability with the ability to translate data into operational action **Preferred Background**: - Experience modernising support functions with significant manual components
- Exposure to annual contract SaaS renewal models
- Familiarity with support platforms such as Salesforce, Intercom, Zendesk or similar




- Experience working closely with Product and Operations on defect reduction and supportability
- Prior responsibility for Support budgets and headcount planning
- Worked with teams in multiple time-zones **Leadership Style**: - Operationally rigorous and metrics-driven
- Pragmatic and hands-on
- Comfortable making hard trade-offs on cost, tooling and structure
- Calm and credible in executive and PE-facing settings
- Focused on systems and outcomes **What This Role Is Not**: - Not a sales or upsell role
- Not a Customer Success or account management role
- Not a purely tactical support management position **What we can offer**:
We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you: - Competitive salary and benefits
- Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
- A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support
- We offer access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development. We also offer virtual training sessions - with real humans to help further support your learning needs. **A note on AI in our hiring process**
We use AI-powered tools to support parts of our recruitment process, such as screening and scheduling. These tools help us work efficiently, but hiring decisions are always made by people. **We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.

📌 Director Global Customer Support (Verona)
🏢 Onclusive
📍 Verona