Global Customer Support Leader — AI-Driven Transformation

Ingenico; Greater London; Hybrid; GBP 150,000 - 190,000; Full time

Job summary

Ingenico seeks a visionary Head of Global Customer Support to transform its worldwide support organization. You will lead a hybrid, London-based team, shaping strategy, governance, and AI-driven capabilities to deliver exceptional customer experiences.

You will build high-performing international teams, drive customer satisfaction, and partner with Product and Engineering to resolve issues at scale. This role demands strong stakeholder leadership and a passion for continuous improvement.

Qualifications

• Extensive experience leading global customer support organizations.
• Strong operational excellence and service management expertise.
• Experience with digital transformation and AI-enabled support models.

Responsibilities

• Lead global support operations.
• Define support strategy, operating model and escalation processes.
• Drive incidents, problem, request and knowledge management excellence.
• Partner with Product and Engineering teams to resolve customer issues.
• Deploy AI-enabled support and automation capabilities.
• Monitor KPIs and continuous improvement initiatives.
• Coach and develop leaders and teams.

Skills

Global customer support leadership

Operations excellence

AI-enabled support

Stakeholder management

Leadership & team development

Job description

Ingenico seeks a visionary Head of Global Customer Support to transform its worldwide support organization. You will lead a hybrid, London-based team, shaping strategy, governance, and AI-driven capabilities to deliver exceptional customer experiences.

You will build high-performing international teams, drive customer satisfaction, and partner with Product and Engineering to resolve issues at scale. This role demands strong stakeholder leadership and a passion for continuous improvement.