Senior Support Director – Customer Office

Jobtailor

Greater London

Hybrid

GBP 150,000 - 210,000

Full time

9 days ago

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Job summary

Jobtailor is seeking a senior leader to define and drive the transformation of Customer Support across the UK and India. You will champion AI-enabled automation, self-service, and knowledge management initiatives while partnering with engineering, product and data teams to elevate customer experience.

You will lead scalable processes, governance and operating models, continuously improving performance metrics and outcomes for satisfaction, quality and productivity.

Qualifications

Significant senior leadership experience within Customer Support, Service Operations, Customer Experience or a related function.
Proven experience leading complex transformation programmes involving people, process and technology change.
Strong understanding of AI-driven support capabilities, automation technologies, self-service platforms and digital customer service tools.
Demonstrable success improving operational performance, customer satisfaction and customer retention.
Experience leading teams across multiple locations, ideally including both UK and India.
Strong stakeholder management skills with the ability to influence at executive level.
A data-driven approach with the ability to turn insight into action and measurable business outcomes.
Experience building and embedding scalable processes, governance and operating models.
Comfortable operating in a fast-paced, evolving environment where change and continuous improvement are expected.
An entrepreneurial mindset with a passion for solving complex problems and driving meaningful transformation.
Experience within SaaS, software or technology-led organisations.
Experience implementing AI-powered support tools, knowledge automation solutions, chatbots or workflow automation platforms.
Experience leading global or distributed support functions.

Responsibilities

Define and execute the transformation strategy for Customer Support across the UK and India.
Lead adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions.
Drive operational excellence by reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction.
Build scalable support processes and operating models for continued business growth.
Partner with Engineering, Product, Data and Go-To-Market teams to improve customer experience and influence product development.
Use customer insights, operational data and performance metrics to identify improvement opportunities and prioritise change initiatives.
Champion the voice of the customer across the organisation.
Develop high-performing teams and create a culture of continuous improvement, innovation and accountability.
Establish performance measures covering customer satisfaction, service quality, productivity, automation adoption and transformation outcomes.
Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress.
Report directly to the Chief Customer Officer and participate in the Customer Office leadership team.

Skills

Senior leadership

AI-driven support

Operational excellence

Stakeholder management

Transformation programme leadership

Data-driven decision making

Change management

Governance models

Cultural change

Complex problem solving

SaaS experience

Tools

AI-powered tools

Self-service platforms

Knowledge automation solutions

Chatbots

Workflow automation platforms

Job description

Define and execute the transformation strategy for Customer Support across the UK and India
Lead adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions
Drive operational excellence by reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction
Build scalable support processes and operating models for continued business growth
Partner with Engineering, Product, Data and Go-To-Market teams to improve customer experience and influence product development
Use customer insights, operational data and performance metrics to identify improvement opportunities and prioritise change initiatives
Champion the voice of the customer across the organisation
Develop high-performing teams and create a culture of continuous improvement, innovation and accountability
Establish performance measures covering customer satisfaction, service quality, productivity, automation adoption and transformation outcomes
Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress
Report directly to the Chief Customer Officer and participate in the Customer Office leadership team

Requirements

Significant senior leadership experience within Customer Support, Service Operations, Customer Experience or a related function
Proven experience leading complex transformation programmes involving people, process and technology change
Strong understanding of AI-driven support capabilities, automation technologies, self-service platforms and digital customer service tools
Demonstrable success improving operational performance, customer satisfaction and customer retention
Experience leading teams across multiple locations, ideally including both UK and India
Strong stakeholder management skills with the ability to influence at executive level
A data-driven approach with the ability to turn insight into action and measurable business outcomes
Experience building and embedding scalable processes, governance and operating models
Comfortable operating in a fast-paced, evolving environment where change and continuous improvement are expected
An entrepreneurial mindset with a passion for solving complex problems and driving meaningful transformation
Experience within SaaS, software or technology-led organisations
Experience implementing AI-powered support tools, knowledge automation solutions, chatbots or workflow automation platforms
Experience leading global or distributed support functions
Experience delivering organisational and cultural change programmes alongside technology transformation

Core Competencies

Demonstrates expertise in leading transformation strategies for Customer Support, focusing on AI-driven automation, operational excellence, and customer satisfaction. Proven ability to build high-performing teams and scalable processes while influencing executive stakeholders and driving continuous improvement.

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