VP Customer Support
About this role
<p><strong>Want to be a part of a company that’s making a difference?</strong></p><p>We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver<strong> </strong>solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.</p><p>🌍 <strong>Impact:</strong> A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.</p><p>💡 <strong>Innovation: </strong>Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.</p><p>📈 <strong>Growth: </strong>Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.</p><p><strong>We're on a mission to protect people and the planet </strong>by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.</p><p><a target="_blank" href="https://www.ecoonline.com/careers/">Our culture code</a>, a set of principles that underpins our values, is our commitment to each other and working better together.</p><p><strong>Join EcoOnline and be part of a mission dedicated to driving positive change.</strong> Read on to learn more about the opportunity and how you can have a positive impact!</p><p><strong><br>About the Role</strong></p><p><span>We are a £100M revenue, Private Equity–backed B2B SaaS company entering our next phase of scale and value creation. We are seeking a transformational Vice President of Customer Support to modernise and optimise our global support function, drive operational discipline, and materially impact retention, EBITDA performance, and enterprise customer experience.</span></p><div><p><span>This role is critical to our value-creation plan. The VP of Support will professionalise operations, implement best-in-class metrics and automation, and reposition Support as a strategic lever for customer lifetime value—not simply a cost centre.</span></p><p></p></div><div><p><span>This is not a maintenance role. It is a value-creation mandate within a PE-backed growth story. The VP of Support will play a direct role in enterprise value expansion ahead of the next exit event.</span></p></div><p></p><p><strong>Key Responsibilities:</strong></p><p><span><strong>1. Strategic & Value Creation Leadership</strong></span></p><div><ul><li><p><span>Define and execute a support transformation strategy aligned with the PE investment thesis.</span></p></li></ul></div><div><ul><li><p><span>Establish Support as a measurable contributor to retention, expansion, and EBITDA improvement.</span></p></li></ul></div><div><ul><li><p><span>Develop clear KPIs tied to revenue protection and operational efficiency.</span></p></li></ul></div><div><ul><li><p><span>Present performance, risk, and improvement plans to executive leadership and Board stakeholders.</span></p></li></ul><p></p></div><div><p><span><strong>2. Operational Rigor & Scalability</strong></span></p><p></p></div><div><ul><li><p><span>Lead global support operations (EMEA, North America, APAC).</span></p></li></ul></div><div><ul><li><p><span>Standardise SLAs, escalation frameworks, and performance management.</span></p></li></ul></div><div><ul><li><p><span>Implement workforce planning models aligned to ARR growth and margin targets.</span></p></li></ul></div><div><ul><li><p><span>Drive adoption of AI-enabled case deflection, automation, and knowledge management.</span></p></li></ul></div><div><ul&