Head of Customer Support

MCS Group | Your Specialist Recruitment Consultancy; United Kingdom; Remote; GBP 117,000 - 143,000; Full time

Benefits offered by this job

Generous bonus

Job summary

MCS Group | Your Specialist Recruitment Consultancy is partnering with an established enterprise software company looking for a senior customer operations leader to own global Customer Support and Professional Services.

As Head of Support and Professional Services you will assess the current operating model, build the structure, processes, metrics and technology needed to create a scalable and consistent customer organisation.

Qualifications

• Significant senior leadership experience in enterprise software customer operations.
• Experience building processes, metrics, and operating structures during change.
• Exposure to using AI or automation within customer-facing functions.

Responsibilities

• Set strategy for global Customer Support and Professional Services.
• Review current team structure, processes, systems and performance.
• Build a roadmap for improved service quality, efficiency and scalability.
• Establish workflows for case management, escalations, SLAs, knowledge mgmt and project delivery.
• Define KPIs including response/resolution times, backlog, CSAT, utilization and margins.
• Identify and implement AI and automation opportunities.
• Lead managers across multiple countries/time zones.
• Oversee customer implementations, engagements and escalations.
• Collaborate with Product/Engineering/Sales/Finance to address recurring issues and align capacity.
• Contribute to budgeting, forecasting and headcount planning.

Skills

Senior leadership

Customer Support

Professional Services

Customer Operations

Data platforms

ETL tools

BI software

AI/Automation

P&L management

Global teams

Tools

Data platforms

ETL tools

BI software

Job description

MCS Group is partnering with an established enterprise software company that is looking for a senior customer operations leader to take ownership of its global Customer Support and Professional Services functions.

The business has a loyal international customer base, mission-critical products and significant backing for its next phase of growth. As the Head of Support and Professional Services, you will assess the current operating model and build the structure, processes, metrics and technology needed to create a more scalable and consistent customer organisation.

A major part of the role will be exploring how AI and automation can improve the customer experience, from ticket triage and knowledge management through to self-service, documentation and service delivery.

What you will lead

• Set the strategy for global Customer Support and Professional Services.
• Review the current team structure, processes, systems and performance.
• Build a practical roadmap for improving service quality, efficiency and scalability.
• Introduce clear workflows across case management, escalations, SLAs, knowledge management and project delivery.
• Establish meaningful KPIs covering areas such as response times, resolution times, backlog, customer satisfaction, utilisation and project margin.
• Identify and implement practical AI and automation opportunities.
• Lead and develop managers and teams working across multiple countries and time zones.
• Oversee customer implementations, key engagements and critical escalations.
• Work closely with Product, Engineering, Sales and Finance to address recurring issues and align capacity with customer demand.
• Contribute to budgeting, forecasting, headcount planning and the commercial performance of the services function.

The Person

You will have significant senior leadership experience across Customer Support, Technical Support, Professional Services or Customer Operations within enterprise software.

We are particularly interested in speaking with leaders from businesses providing:

• Data platforms or data products
• ETL and data integration tools
• Analytics or business intelligence software
• Data infrastructure, management or governance solutions
• Other complex, technical B2B software platforms

You should also bring:

• Experience leading large, globally distributed support or services teams.
• A track record of building processes, metrics and operating structure during a period of change.
• Practical exposure to using AI or automation within a customer-facing function.
• Strong commercial understanding, including P&L, utilisation and margin management.
• The credibility to work with executives, customers and technical teams.
• A hands-on, analytical leadership style and the confidence to operate with ambiguity.

This is a highly visible opportunity for someone who enjoys building capability, developing teams and improving how complex software businesses serve their customers.

The position can be based remotely across the UK, with occasional international travel. Sponsorship is unfortunately unavailable for this position.

• Up to £130,000 with generous bonus opportunity.

All conversations will be treated in the strictest of confidence.