Customer Support Director

About the role

We’re looking for a strategic and hands-on Director of Support to lead Payhawk’s global support function. In this high-impact leadership role, you will define the vision, scale our operations, and deliver an exceptional customer support experience across all regions.

You will lead two team managers and a growing team of 20+ support specialists, ensuring world-class service levels through strong leadership, data-driven performance management, streamlined processes, and smart use of tooling and AI.

You will report directly to the SVP of Customer Success and play a critical role in shaping the future of customer support at Payhawk.

Key Responsibilities

• Define and execute Payhawk’s global support strategy, aligned with evolving customer needs, product innovation, and company growth objectives. Set a clear vision for a scalable, tech-enabled support function that delivers measurable value.
  
  
• Lead, coach, and develop two team leads and a high-performing global team of 20+ support specialists. Foster a culture of accountability, continuous improvement, and customer obsession across regions.
  
  
• Ensure timely, consistent, and high-quality resolution across all channels. Own and improve key customer satisfaction and retention KPIs e.g. CSAT, first response time, resolution time and NPS, while maintaining a personal and empathetic customer experience.
  
  
• Champion the use of AI, automation, and knowledge management to reduce inbound volume, improve resolution speed, and enhance the support experience. Drive proactive support initiatives that help customers adopt features, realise more value, and reduce overall tickets per customer. Ensure timely, clear, and customer-centric outbound communications on known issues, product changes, and best-practice guidance so customers are informed before they need to contact support.
  
  
• Design and optimise scalable, repeatable processes that support operational excellence. Own and continuously improve metrics such as ticket deflection rate, SLA adherence, agent productivity, and tickets per customer.
  
  
• Work closely with Product, Engineering, Implementation, and Sales to escalate issues, surface product feedback, and align on customer impact. Ensure support insights influence roadmap prioritisation and go-to-market activities.
  
  
• Own and optimise support tools, with a strong focus on Intercom. Ensure the tooling stack supports automation, customer self-service, and efficient agent workflows.

Requirements

Experience:

• 3+ years in a leadership role within a customer support organisation (ideally B2B SaaS) with responsibility for managing and coaching team leaders.
• 7+ years of total professional experience.
• Proven track record of scaling support teams in a fast-paced, high-growth environment
• Experience of leading teams managing real time / high case volume case loads e.g. live chat and social media

Skills & Attributes:

• Highly analytical and process-driven; comfortable using data to drive decisions.
• Strong understanding of support tooling (ideally Intercom) and automation.
• Experience implementing or working with AI/LLM-based support workflows is a strong plus.
• Exceptional written and verbal communication skills.
• Demonstrated ability to manage global teams across regions.
• Passion for delivering excellent customer experiences at scale.