Global Head of Support

TN United Kingdom; Belfast; On-site; GBP 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a strategic Global Head of Support to lead their customer support function. This role involves developing and executing a global support strategy, ensuring exceptional client experiences, and driving continuous improvement through innovation and AI. You will lead a diverse team across multiple regions, fostering a culture of excellence and accountability. If you are passionate about enhancing customer satisfaction and have a strong background in FinTech or RegTech, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 15+ years leading global application support teams.
• Experience managing 24/7 enterprise support operations.

Responsibilities

• Define and execute a global support strategy.
• Build and mentor a global support team.

Skills

JIRA

Confluence

Kubernetes

Azure

NIFI

Python

Education

Bachelor's degree in IT

Master's degree preferred

Tools

AI solutions

Monitoring tools

Analytics tools

Job description

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Imagine catching criminals before they strike—that’s exactly what Napier’s AI-powered platform does! By analysing transactions and customers in real time, Napier AI’s technology empowers financial institutions to spot suspicious activity, like money laundering, and stops it in its tracks.

Napier AI’s technology works like a digital detective, combining AI with smart analytics to outthink criminals and protect people’s money from becoming criminal proceeds. It’s not just about stopping crime—it’s about making the financial world safer and more trustworthy for everyone.

Collaboration, innovation, and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality, creativity, and opportunity in everything we do.

Overview of the role:

As Global Head of Support, you will lead Napier AI’s customer support function. Reporting to the Chief Customer Officer, and as a member of the Senior Leadership team, you will be responsible for developing and executing the support strategy, operations, and global delivery of our 24/7 Customer Support service. You will scale and evolve the organisation to ensure excellent client experience, enable business growth, and drive continuous improvement through innovation, AI, and automation.

You will be a strategic leader with a deep understanding of the FinTech or RegTech space, known for building high-performing teams, delivering exceptional service outcomes, and fostering a culture of accountability and excellence. You will lead a global Support team of approximately 25 staff, with hubs across Europe, APAC, North America, and the Middle East.

About you:

We are seeking an experienced and strategic Global Head of Support to lead our worldwide support organisation. The ideal candidate will build and lead a customer-centric support function that drives customer satisfaction, supported employee satisfaction, loyalty, and retention.

This role will oversee the design, delivery, and scaling of Customer Support across all regions, ensuring consistent, high-quality service and continuous improvement in support processes. This position requires a visionary leader with a deep understanding of customer service operations, technology enablement, and the ability to inspire and empower a diverse, global team.

Key Accountabilities:

• Define and execute a global support strategy that aligns with the company’s vision, mission, and growth objectives.
• Build, scale, and mentor a global support team across multiple regions and languages.
• Manage the support budget and resource planning for efficient operations.
• Promote a culture of excellence, resilience, and customer obsession.
• Drive initiatives to scale support and enhance customer experience.
• Service Excellence & Operations
  • Deliver a high-performance, 24/7 support model across geographies and enterprise accounts.
  • Establish and monitor support SLAs, KPIs, and standards.
  • Optimize workflows using AI, automation, and modern support tools.
  • Implement real-time monitoring and reporting systems.
• Technical & Client-Facing
  • Act as escalation point for key customers, ensuring rapid resolution.
  • Ensure technical proficiency of support team in Napier AI’s platform.
  • Collaborate with sales, product, engineering, and customer success teams to improve customer experience.
  • Represent customer voice in leadership discussions.
• Leverage AI, automation, and analytics to improve service quality and efficiency.
• Stay updated on support trends, tools, and best practices in FinTech/RegTech.
• Drive continuous improvement using customer feedback and industry data.
• Lead customer feedback initiatives like NPS and CSAT surveys.
• Integrate support feedback into product and operational improvements.

Required knowledge, experience and skills

• Experience
  • 15+ years leading global application/infrastructure support teams.
  • Experience managing 24/7 enterprise support operations across regions.
  • Proven ability to scale support teams internationally.
  • Background in FinTech, RegTech, SaaS, or related sectors.
  • Bachelor’s degree in IT, CS, AI, or related; Master’s preferred.
  • Certifications like PMP or ITIL are a plus.
  • Knowledge of support technologies, AI solutions, monitoring, and analytics tools.
  • Excellent communication and relationship-building skills.
  • Data-driven decision-making skills.
• Skills
  • Proficiency in JIRA, Confluence, Kubernetes, Azure, NIFI, Python.
• Leadership
  • Strong team leadership, mentoring, and coaching skills.
  • Exceptional interpersonal skills for stakeholder management.
  • Customer service orientation.
• Technical
  • Deep understanding of SaaS platforms, APIs, cloud infrastructure.
  • Familiarity with ITIL, automation, and AI integration.
  • Knowledge of support systems and networks.
• Client-Facing
  • Executive presence and communication skills.
  • Ability to resolve complex technical issues professionally.
• Analytical & Strategic Thinking
  • Use metrics to improve performance.
  • Innovative with a focus on system and process improvements.
• Customer Obsessed: Passionate about customer experience.
• Strategic Vision: Ability to plan and execute support strategies.
• Problem Solving: Develop solutions and communicate effectively.
• Leadership: Inspire and develop talent, foster diversity.
• Agility: Adapt to fast-paced environments and evolving needs.

We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.

But tech is only half the story. Our intelligent approach is applied to underpin your policy, process and procedure, so you can focus on specific outcomes. The Napier platform is fast, scalable and easily configurable, as well as user-friendly. It rapidly strengthens your AML defences and trade compliance capabilities, while meeting your company’s compliance obligations and challenges in any sector.