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VP, Global Support

3 weeks, 1 day ago
Europe, United Kingdom
Full-time
Executive
Customer Support
Customer and Technical Support
CRM
Apply Now
CoreView

CoreView

CoreView provides a comprehensive platform designed to enhance cyber resilience for Microsoft 365 environments, enabling enterprises to automate administration, identify license waste, and streamline best practice management for IT teams.

Internet Software & Services
51-250
Founded 2014
$30M raised
View All Jobs 5

Description

  • Define and execute the global customer support strategy aligned to growth and retention goals.
  • Lead, mentor, and grow distributed support teams across EMEA, the Americas, and APAC.
  • Own support performance metrics including CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection.
  • Build and manage an offshore support center, including site selection, vendor evaluation, and governance.
  • Design and implement onboarding, training, and quality assurance programs for offshore operations.
  • Serve as the executive escalation point for complex Microsoft 365 support issues.
  • Partner with Product and Engineering to surface trends, influence the roadmap, and resolve systemic issues.
  • Oversee support tooling, knowledge management, and AI-assisted workflows.
  • Drive process improvement, automation, self-service, and reporting initiatives.
  • Collaborate with Sales, Customer Success, Professional Services, Finance, and HR on customer journey, headcount, budget, and organizational design.

Requirements

  • 10+ years of progressive experience in customer support or customer success.
  • At least 4 years in a senior leadership role (Director or above) managing global teams.
  • Proven experience standing up or significantly scaling an offshore support operation.
  • Deep knowledge of Microsoft 365 and its enterprise use cases.
  • Experience leading support organizations in a B2B SaaS environment with complex, multi-tenant product architectures.
  • Experience managing budgets, vendor relationships, and multi-site operations across time zones.
  • Strong analytical skills with experience using data to drive decisions and report to C-suite stakeholders.
  • Experience designing and implementing process improvement or automation initiatives, including workflow automation, AI/chatbot deployments, or self-service tooling.
  • Exceptional communication, strategic thinking, and high emotional intelligence.
  • Comfort operating in fast-paced, high-growth environments.

Benefits

  • Europe-based leadership role with global scope.
  • Opportunity to build and shape a newly established offshore delivery center.
  • High-impact role with executive visibility and ownership.
  • Work with a collaborative, innovative, and world-class support culture.
  • Commitment to diversity, equal opportunity, and inclusive hiring.

Interested in this position?

Apply directly on the company website

Apply Now

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