Senior Support Director - Customer Office

• 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.

Highest-signal resume keywords

• Senior Leadership Experience
• AI-Driven Support Capabilities
• Operational Performance Improvement
• Stakeholder Management
• Transformation Programme Leadership

ATS Optimization Keywords Hard Skills

• Transformation Strategy
• Operational Excellence
• Process Improvement
• Data-Driven Decision Making
• Performance Metrics
• Customer Satisfaction
• Change Management
• Governance Models
• Cultural Change
• Complex Problem Solving

Soft Skills

• Team Development
• Influencing Skills
• Continuous Improvement Mindset
• Entrepreneurial Mindset
• Collaboration

Industry Keywords

• Customer Support
• Service Operations
• Customer Experience
• SaaS
• Technology-Led Organisations

Tools & Technologies

• AI-Powered Support Tools
• Self-Service Platforms
• Knowledge Automation Solutions
• Chatbots
• Workflow Automation Platforms