VP Customer Support

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver 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.

🌍 Impact: 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.

💡 Innovation: 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.

📈 Growth: 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.

We're on a mission to protect people and the planet 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.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

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.

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.

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.

Key Responsibilities:

1. Strategic & Value Creation Leadership

• Define and execute a support transformation strategy aligned with the PE investment thesis.

• Establish Support as a measurable contributor to retention, expansion, and EBITDA improvement.

• Develop clear KPIs tied to revenue protection and operational efficiency.

• Present performance, risk, and improvement plans to executive leadership and Board stakeholders.

2. Operational Rigor & Scalability

• Lead global support operations (EMEA, North America, APAC).

• Standardise SLAs, escalation frameworks, and performance management.

• Implement workforce planning models aligned to ARR growth and margin targets.

• Drive adoption of AI-enabled case deflection, automation, and knowledge management.

• Improve first-contact resolution, reduce backlog, and optimise tier structures.

3. Customer Retention & Experience

• Partner with Customer Success to proactively mitigate churn risk.

• Establish executive escalation governance for strategic accounts.

• Leverage customer insights to influence Product roadmap and defect reduction.

• Improve CSAT and NPS in measurable, reportable ways.

4. Financial & Commercial Accountability

• Own global support budget.

• Optimise cost-to-serve metrics and resource productivity.

• Develop reporting that links support performance to gross margin and retention impact.

• Evaluate and enhancing a more robust 24/7 staffing strategies.

5. Leadership & Talent

• Build a high-performance leadership bench within Support.

• Introduce performance management frameworks with clear accountability.

• Foster a culture of ownership, urgency, and customer-centricity.

• Develop succession and retention plans for key leaders.

What we're looking for:

• 12+ years of SaaS support leadership experience, ideally within £50M–£250M ARR organisations.

• Experience in Private Equity–backed environments with exposure to board-level reporting.

• Demonstrated success improving EBITDA through operational optimisation.

• Strong understanding of enterprise B2B customers and complex technical environments.

• Proven track record implementing AI, automation, and scalable support tooling.

• Data-driven, commercially minded, and comfortable operating in high-accountability cultures.

• Experience leading global, multi-site teams.

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• 🌴 Generous Paid Time Off

• 🍼 Extended Parental Leave

• ❤️‍🩹 Robust Health Coverage

• 💡 Accelerated Learning Paths

• 🧘‍♂️Team Wellness Initiatives

• 📆 Company-wide Events

• 🌎 Employee Resource Groups

• ⭐️ Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

#LI-Hybrid