VP, Global Customer Support

Sapiens International is seeking a VP, Global Customer Support who will own the strategy, operations and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO.

This role is the executive escalation point for support cases and issues raised by customers, services teams and account managers, and is accountable for building a support function that scales with the business and meets tomorrow's standards for global enterprise customers.

Location/working model:

London – Hybrid (flexible)

Key responsibilities:

• Serve as the senior escalation point of contact for Sapiens customers on all support matters, representing the voice of the customer at the executive level.
• Own oversight and direct management of the support functions that enable smooth operations of the Global Customer Support Center worldwide.
• Set the vision for and continuously evolve the global customer support strategy to meet growing business demand and rising customer expectations.
• Establish and maintain coverage models for all product lines, including cloud support, incorporating standard operating procedures and follow-the-sun models across multiple time zones.
• Provide strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, quality and value of every customer interaction.
• Deliver results against a defined scope of work, including measurable ROI, strategic innovation, performance reporting and human capital development.
• Build, implement and maintain enterprise-wide Quality Assurance (QA) programs that drive continuous improvement and consistent achievement of Service Level Agreement (SLA) performance.
• Design and maintain an effective global organizational structure, including recruiting, training, coaching, recognition, workflow design, performance standards and staffing levels across all regions.
• Coordinate analytic, strategic and technical resources to meet client expectations, and ensure a disciplined Workforce Management practice is in place, covering planning, forecasting, scheduling and real-time management of all Contact Center staff.
• Own the customer support budget and resourcing plan, including in-house and outsourced/BPO capacity, and report performance and investment priorities to executive leadership.
• Partner with Product, Engineering and Cloud teams to ensure support readiness for new releases, regions and product lines, including new L1/L2 service stand-ups.