Vice President, Global Customer Support at Unit4 in London, England, United Kingdom

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.

Responsibilities

• 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.

Requirements

• Demonstrated success leading large-scale global customer support, customer experience or service operations organisations within SaaS, 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.

Skills

Required

• Operational leadership
• Service management
• Workforce planning
• Business transformation
• Team building
• Executive stakeholder influence
• Self-service implementation
• Automation implementation
• Knowledge management implementation
• AI-enabled solutions implementation
• Commercial acumen
• Financial acumen

Preferred

• Leadership certifications
• Service management certifications
• Operational excellence certifications
• Change management certifications

Benefits

• 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.