Global Head of Support
Application Deadline: 1 August 2025
Department: Support
Employment Type: Full Time
Location: Belfast
Reporting To: Louise O'Connell
Description Imagine catching criminals before they strike-that's exactly what Napier's AI-powered platform does. By analysing transactions and customers in real time, Napier AI's technology empowers financial institutions to spot suspicious activity, like money laundering, and stops it in its tracks. Napier AI's technology works like a digital detective, combining AI with smart analytics to outthink criminals and protect people's money from becoming criminal proceeds. It's not just about stopping crime-it's about making the financial world safer and more trustworthy for everyone.
Collaboration, innovation, and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality, creativity, and opportunity in everything we do.
Overview of the role: As
Global Head of Support, you will lead Napier AI's world-class customer support function. Reporting to the Chief Customer Officer, and as a member of the Senior Leadership team, you will be responsible for developing and executing the strategy, operations, and global delivery of our 24/7 Customer Support service. You will scale and evolve the organisation to ensure excellent client experience, enable business growth, and drive continuous improvement through innovation, AI, and automation.
You will be a strategic leader with a deep understanding of the FinTech or RegTech space, known for building high-performing teams, delivering exceptional service outcomes, and fostering a culture of accountability and excellence. You will be responsible for leading a global Support team of 25 staff, with hubs across Europe, APAC, North America, and the Middle East.
About you:
We are seeking an experienced and strategic
Global Head of Support to lead our worldwide support organisation. The ideal candidate will build and lead a customer-centric support function that drives customer satisfaction, supported employee satisfaction, loyalty, and retention.
This role will oversee the design, delivery, and scaling of Customer Support across all regions, ensuring consistent, high-quality service and continuous improvement in support processes. This position requires a visionary leader with a deep understanding of customer service operations, technology enablement, and the ability to inspire and empower a diverse, global team.
Key Accountabilities:
- Leadership & Strategy
- Define and execute a global support strategy that aligns with the company's vision, mission, and growth objectives.
- Build, scale, and mentor a global team of support engineers and managers across time zones.
- Own the global support budget and resource planning to ensure efficient and scalable operations.
- Promote a culture of excellence, resilience, and customer obsession across the support function.
- Drive transformation initiatives to scale support operations and enhance customer experience.
- Service Excellence & Operations
- Deliver a high-performance, always-on 24/7 support model across all geographies and enterprise accounts.
- Establish and enforce customer support SLAs, KPIs, and performance standards to ensure timely, high-quality support.
- Continuously optimise support workflows through AI, automation, and modern service desk technologies.
- Implement robust systems for real-time monitoring and reporting on support performance, escalations, and issue resolution.
- Technical & Client-Facing
- Act as an executive escalation point for key customers, driving rapid resolution and satisfaction.
- Ensure the support team is technically proficient and continuously developing expertise in Napier AI's platform.
- Partner with Sales, Professional Services, Product, Engineering, Platform/Infrastructure, and Customer Success to proactively improve customer experience and system reliability.
- Represent the voice of the customer in leadership discussions, advocating for initiatives to address pain points.
- Innovation & Continuous Improvement
- Leverage AI, automation, analytics, and self-service strategies to improve service quality, efficiency, and client experience.
- Stay current with service desk trends, tools, ITIL best practices, and support models relevant to FinTech/RegTech.
- Drive a continuous improvement mindset, using customer feedback, data analysis, and industry trends to evolve support practices.
- Lead customer feedback initiatives, including NPS and CSAT surveys, to understand satisfaction drivers and guide ongoing improvements.
- Embed a feedback loop from support interactions into product and operational improvements.
Required knowledge, experience and skills
- Experience
- 15+ years of experience in leading global application/infrastructure technical support teams.
- Demonstrated experience running 24/7 global support operations for enterprise clients, including developing and implementing support strategies, policies, and procedures.
- Proven track record of scaling customer support operations across multiple regions and languages.
- Experience in FinTech, RegTech, Technology or SaaS sectors.
- Bachelor's degree in IT, Computer Science, AI, or related field (Master's degree preferred).
- PMP or ITIL certification (preferred).
- Contract management.
- Strong knowledge of support technologies, AI-based solutions, monitoring, and analytics tools.
- Exceptional communication and interpersonal skills, with a talent for relationship-building at all levels.
- Ability to lead with data, using metrics to drive decision-making, accountability, and improvements.
- Skills
- JIRA/Confluence/Kubernetes/Azure/NIFI/Python.
- Leadership
- Strong people leadership, including mentoring, coaching, and building distributed, high-performing teams.
- Exceptional communication and interpersonal skills to effectively interact with customers, and cross-functional teams.
- Strong customer service orientation with a dedication to delivering an outstanding support experience.
- Technical
- Deep technical understanding of SaaS platforms, APIs, cloud infrastructure, and support technologies.
- Proficiency in service management frameworks (e.g., ITIL), with a strong orientation towards automation and AI integration.
- Familiarity with software and infrastructure/hardware technologies, systems, and networks.
- Proficiency in using support tools (JIRA, Confluence, GitHub) and systems to manage and track customer issues.
- Client-Facing
- Strong executive presence and communication skills with the ability to manage senior stakeholders and enterprise client relationships.
- Demonstrated ability to resolve complex technical and client issues with professionalism and urgency.
- Analytical & Strategic Thinking
- Data-driven decision-maker with a track record of using metrics to drive performance and process improvement.
- Innovative mindset with a passion for improving systems, processes, and customer outcomes.
- Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
Preferred Competencies:
- Customer Obsessed: Passionate about delivering world-class customer experiences and resolving customer issues.
- Strategic Vision: Skilled at long-term planning and executing a global support strategy that aligns with company goals.
- Problem Solving: Able to analyze complex issues, develop solutions, and communicate them effectively to internal and external stakeholders.
- Leadership: Inspiring, empathetic leader who can attract, retain, and develop top talent while fostering a diverse and inclusive workplace.
- Agility: Thrives in a fast-paced, ever-changing environment and is adept at pivoting strategies to meet evolving customer needs.