Vice President, Global Customer Support London, United Kingdom

Customer support is a critical driver of customer trust, retention and growth. At Unit4, we want support to be faster, simpler and more accountable, with clear ownership from first contact through to resolution.

As Vice President, Global Customer Support, you will lead our worldwide support organisation and define the strategy, operating model and capabilities that enable customers to achieve successful outcomes quickly and consistently. You will be accountable for ensuring every customer experiences one Unit4, regardless of product, geography or internal team structure.

This role combines executive leadership, operational excellence and customer advocacy. You will work closely with leaders across Product, Engineering, Cloud Operations, Customer Success and Go-to-Market teams to remove friction, improve resolution effectiveness and ensure customer insight drives meaningful business improvement.

You will also play a key role in shaping the future of support through automation, self-service, AI and modern service delivery practices. This is an opportunity to lead a business-critical global function, influence company strategy and create measurable impact for customers, employees and the wider organisation.

What You Will Do

• Lead the global Customer Support organisation, creating a high-performance culture focused on accountability, customer outcomes and continuous improvement.

• Establish / maintain rigorous operational performance management disciplines, including ownership of service levels, backlog health, resolution performance, escalation management, workforce productivity and continuous service improvement.

• Lead regular operational reviews with clear accountability for customer outcomes, service delivery performance, resource utilisation and support efficiency metrics.

• Define and execute a global support strategy that enables scalable growth while improving customer satisfaction, service quality and operational efficiency.

• Build and evolve a unified support operating model that delivers a consistent experience across products, regions and customer segments.

• Drive measurable improvements in resolution times, service performance, customer effort and operational effectiveness.

• Partner with Product, Engineering, Cloud Operations and Customer Success leaders to accelerate issue resolution and eliminate recurring customer challenges.

• Transform customer insight, feedback and operational data into actions that improve products, services and customer experiences.

• Champion the adoption of AI, automation, knowledge management and self-service capabilities that enhance both customer outcomes and team productivity.

• Develop future-ready leadership capability, succession plans and career pathways across the global support organisation.

• Lead workforce planning, investment decisions and budget management to ensure support operations remain resilient, scalable and cost-effective.

• Serve as an executive voice of the customer, influencing strategic priorities and ensuring customer needs remain central to decision-making.

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