Support Lead
Core
Lead the portfolio Support programme to assess, optimize, and execute cost/efficiency improvements across acquired European software business units, translating operating ratio targets into P&L impact.
Role type
Senior operational lead for portfolio support transformation
Builds
Operating plans, diagnostic frameworks, AI-driven efficiency playbooks, and measurable P&L improvements for multiple business units
Domain
Post-acquisition integration, portfolio management, software support operations, AI in customer support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership in software support, P&L and cost-flow analysis, CEO engagement on cost optimization, program delivery and milestone tracking, AI tool proficiency, playbook codification
Preferred skills
Portfolio/multi-BU operating experience, Support tooling expertise (Zendesk, Intercom, Freshdesk, HubSpot, Jira), post-acquisition integration experience, European market knowledge
Technologies
AI tools, Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Jira
Responsibilities
Run assessment-to-execution cycles with BU CEOs and Support Managers, drive operating-ratio improvements across the cohort, lead diagnostic conversations on cost opportunities, present results to senior leadership, integrate AI into support operations, expand the programme cohort, maintain long-term metric stability, codify repeatable playbooks
Seniority
Senior, hands-on IC with strategic presentation capabilities