Head of Global Customer Support

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

Head of Global Customer Support

Location:

London, GB, N1 9FN

Payments happen everywhere. In stores, online, and across countless daily interactions. Ingenico helps businesses accept payments securely and seamlessly around the world. With operations in more than 30 countries, 4,000+ experts and over 45 years of experience, Ingenico is a trusted global leader in payment acceptance.

As Head of Customer Support, you will lead the transformation of Ingenico’s global support organization, leveraging people, processes, data and AI-driven capabilities to deliver outstanding customer experiences worldwide.

The Impact You’ll Make

• Lead the transformation of the global Customer Support organization.
• Improve customer satisfaction, support quality and operational efficiency.
• Drive AI, automation, and self-service initiatives.
• Build scalable global support processes and governance.
• Develop high-performing international teams.

What You Will Do

• 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 and support leaders and teams.

What Helps You Succeed

• Extensive experience leading global customer support organizations.
• Strong operational excellence and service management expertise.
• Experience with digital transformation and AI-enabled support models.
• Excellent stakeholder management and leadership skills.
• Track record of improving customer outcomes at scale.

Based at:

London, UK (Global scope) / Hybrid working mode (3 days per week in the office)

At Ingenico, you join one global team shaping the future of payments with Trust, Innovation and Care.

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn