AI-Driven Support Portfolio Lead

Everfield; Poland; Remote; PLN 270,000 - 520,000; Full time

Job summary

Everfield is seeking a Support Lead to own and accelerate the portfolio Support programme, working directly with BU CEOs and Support Managers. You will drive operating-ratio improvements, lead AI-enabled initiatives, and ensure measurable P&L impact across the portfolio.

The role requires strong executive-level communication, a track record of cost optimization, and hands-on experience with AI tools to transform Support operations across multiple BUs in Europe.

Qualifications

• Operational leadership experience in software support or similar.
• Strong grasp of P&L concepts and how costs flow through gross margin.
• Proven ability to drive cost or efficiency improvements in a portfolio context.
• Comfort presenting results to senior executives and CEOs.
• Hands-on with AI tools and ability to lead AI-enabled improvements.

Responsibilities

• Run assessment-to-execution cycle for every company in the cohort, collaborating with BU CEOs and Support Managers.
• Own operating plan, milestones, and tracking; translate changes into P&L impact.
• Lead diagnostic conversations to size opportunities and secure delivery.
• Present programme results and recommendations to Everfield senior team.
• Expand the cohort and maintain results across completed companies; codify playbooks for scale.

Skills

Operational leadership

P&L understanding

Cost optimisation

Executive communication

AI tooling experience

Portfolio / multi-BU experience

Tools

Zendesk

Intercom

Freshdesk

HubSpot Service Hub

Jira

Job description

Everfield is seeking a Support Lead to own and accelerate the portfolio Support programme, working directly with BU CEOs and Support Managers. You will drive operating-ratio improvements, lead AI-enabled initiatives, and ensure measurable P&L impact across the portfolio.

The role requires strong executive-level communication, a track record of cost optimization, and hands-on experience with AI tools to transform Support operations across multiple BUs in Europe.