Director Customer Support

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Get AI-powered advice on this job and more exclusive features. TP Embedded Solutions Ltd provided pay range This range is provided by TP Embedded Solutions Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Direct message the job poster from TP Embedded Solutions Ltd At Proactis, we’re redefining how organisations manage spend, suppliers, and efficiency through our powerful Source-to-Pay (S2P) SaaS solutions. Now, we’re looking for a Customer Support Director to lead, inspire, and scale our global support organisation. This is your opportunity to build a best-in-class support function that drives customer satisfaction, retention, and growth across a rapidly expanding SaaS business. Join Proactis – Shape the Future of Customer Support! At Proactis, we empower mid-market and enterprise organisations to control spend, streamline procurement, and strengthen supplier relationships with cutting-edge technology. With a footprint across the UK, Europe, and North America, we’re on a mission to be the most trusted partner in spend management. We’re proud of our collaborative culture, our commitment to diversity, equity, inclusion & belonging (DEIB), and our focus on employee wellbeing — including our global Mental Health First Aid community. The Opportunity – Customer Support Director This is your chance to lead, innovate, and inspire! As our Customer Support Director, you’ll:
Define and deliver a global support strategy that grows with our business. Lead and mentor diverse teams — Support Managers, Engineers, and Agents — across multiple regions. Drive operational excellence with clear KPIs, SLAs, and performance metrics. Embed a customer-first mindset that boosts satisfaction, NPS, and retention. Partner cross-functionally with Product, Engineering, and Implementation to enhance outcomes. Introduce AI, self-service, and automation tools to elevate service quality and efficiency.
Your leadership will directly shape how customers experience Proactis worldwide.
7–10+ years leading large, multi-level support organisations in SaaS or enterprise software. Proven track record improving CSAT/NPS and driving customer retention. Strong leadership presence and the ability to influence senior stakeholders. Experience implementing support automation, knowledge bases, and process improvements. Exceptional communication and empathy — you listen, lead, and lift others.
What We Offer
Hybrid working model: Flexibility with some presence at our Reading HQ. Career growth: Pathway to VP Customer Success / Chief Customer Officer. Leadership development: Executive coaching, certifications, and continuous learning. A people-first culture where success is shared, celebrated, and recognised.
If you’re ready to make an impact at a global SaaS leader, elevate customer experience, and grow with a company that values people first, Proactis is the place for you! Seniority level
Director
Employment type
Full-time
Job function
Customer Service, Information Technology, and Supply Chain
Industries
IT Services and IT Consulting, Financial Services, and IT System Training and Support
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Location:
Reading, England, United Kingdom
Job Type:
FullTime