Global Head of Customer Support, Coventry

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Global Head of Customer Support, Coventry

Location: Coventry, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

9fc584efba9d

Job Views:

4

Posted:

13.02.2025

Expiry Date:

30.03.2025

Job Description:

Have you ever walked into a place and felt right at home? The energy is contagious. Ideas are flowing, conversations sparking, and there's a true sense of camaraderie. This is the essence of Phocas!

We have an awesome opportunity for an exceptional Global Head of Customer Support to take our thriving support team to the next level. With rapid growth and significant investment in our products, this is an incredible opportunity for a technically strong, dynamic and strategic leader to shape our global customer support vision and drive its success.

Fueled by a passion for technology and driven by data-informed decision-making, you will inspire, mentor, and elevate your teams - empowering them to reach new heights today and in the future.

We're looking for someone who has successfully navigated a similar journey and can help accelerate our progress. Your experience will be invaluable in driving efficiencies, scaling operations, and ensuring we move forward with speed and confidence.

What You’ll Do

• Oversee the development and implementation of technical support strategies, policies and procedures that ensure customer satisfaction and meet business goals.
• Inspire and lead our team of technical support professionals to provide world-class technical support services to customers on a global scale.
• Define, agree and deliver global customer support vision, strategy and objectives aligned with company objectives.
• Motivate, coach and manage the Customer Support team to maximize their individual and team performance.
• Collaborate with global colleagues to continuously improve internal processes and documentation.
• Identify and implement efficiencies or improvements that can be made to achieve global support objectives.
• Stay up to date with industry trends and best practices to inform strategic planning and decision-making.
• Establish a deep working knowledge of Phocas solutions, our offerings, and our value proposition to both customers and partners.
• Foster organizational values, serving as a beacon of customer-centric principles.
• Manage projects with team members from various locations.

What You’ll Bring

• Global Leadership: Minimum 5 years’ experience in a senior leadership role within a Technical Support / Helpdesk or a professional services team. Demonstrated success in leading and managing teams across multiple countries and time zones, ensuring seamless collaboration and operational consistency.
• Leadership & Commercial Acumen: A highly respected and inspiring leader who can elevate the global customer support function, drive operational excellence, and align support strategies with broader business objectives.
• Software Expertise: Experience in using and supporting Data Analytics, FP&A, ERP and Business Intelligence software or similar financial software.
• Technical know-how: Strong technical knowledge and / or experience of managing technical teams using these technologies.
• Analytical mindset: Ability to use data and insights to drive decisions and measure success.
• Scaling Expertise: Proven track record of driving significant growth in revenue and customer base, in a fast paced, dynamic environment.
• Systems & Automation: Experience in automating customer support processes, deploying AI-driven solutions, and implementing new helpdesk software to enhance efficiency and service quality.
• Industry Knowledge: Strong familiarity with data management, ETL, data engineering, and technology, ideally in ERP, FP&A, or BI domains.

Why Join Phocas?

This is an opportunity to step into a pivotal leadership role at a time of rapid global expansion. You’ll be part of a culture that’s non-hierarchical, collaborative, and innovative—where your expertise and ideas will shape the future of our customer support operations. If you’re looking for a role where you can make a huge impact, drive change, and work with a passionate team that truly cares, we’d love to hear from you!

Apply now and be part of something special.

A bit about us to see if we’re a match for your enthusiasm:

We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20+ years, helping over 3000 companies turn complex business data into performance boosting results. Despite our global status, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun. We're also proud to be B Corp certified.

Create your happy place:

We know that fun is different for everyone. So, if you want to trial a new initiative, lead a project, save the planet, or spend more time with your favorite people outside work, you’ll have our full support. As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will thank you.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

#LI-EB1 #LI-Hybrid

This role would could be based within a commutable distance of our Coventry office (CV3), on a hybrid basis.

• Private Health Care with Vitality
• Pension
• Health Cash Plan
• Insurances - Group Life and Salary Continuance
• Paid Time Off (Holiday, Sick & Public Holidays)
• Public Holiday Swap
• Family Leave (enhanced Maternity, Paternity)