VP Customer Support, EcoOnline
Health and safety, chemical & ESG software
Be an early applicant
Health and safety, chemical & ESG software
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- 12+ years of SaaS support leadership experience, ideally within £50M–£250M ARR organisations
- Experience in Private Equity–backed environments with exposure to board-level reporting
- Demonstrated success improving EBITDA through operational optimisation
- Strong understanding of enterprise B2B customers and complex technical environments
- Proven track record implementing AI, automation, and scalable support tooling
- Data-driven, commercially minded, and comfortable operating in high-accountability cultures
- Experience leading global, multi-site teams
What the job involves
- We are seeking a transformational Vice President of Customer Support to modernise and optimise our global support function, drive operational discipline, and materially impact retention, EBITDA performance, and enterprise customer experience
- This role is critical to our value-creation plan
- The VP of Support will professionalise operations, implement best-in-class metrics and automation, and reposition Support as a strategic lever for customer lifetime value—not simply a cost centre
- This is not a maintenance role. It is a value-creation mandate within a PE-backed growth story. The VP of Support will play a direct role in enterprise value expansion ahead of the next exit event
- You'll define and execute a support transformation strategy aligned with the PE investment thesis
- Establish Support as a measurable contributor to retention, expansion, and EBITDA improvement
- Develop clear KPIs tied to revenue protection and operational efficiency
- Present performance, risk, and improvement plans to executive leadership and Board stakeholders
- Lead global support operations (EMEA, North America, APAC)
- Standardise SLAs, escalation frameworks, and performance management
- Implement workforce planning models aligned to ARR growth and margin targets
- Drive adoption of AI-enabled case deflection, automation, and knowledge management
- Improve first-contact resolution, reduce backlog, and optimise tier structures
- Partner with Customer Success to proactively mitigate churn risk
- Establish executive escalation governance for strategic accounts
- Leverage customer insights to influence Product roadmap and defect reduction
- Improve CSAT and NPS in measurable, reportable ways
- Own global support budget
- Optimise cost-to-serve metrics and resource productivity
- Develop reporting that links support performance to gross margin and retention impact
- Evaluate and enhancing a more robust 24/7 staffing strategies
- Build a high-performance leadership bench within Support
- Introduce performance management frameworks with clear accountability
- Foster a culture of ownership, urgency, and customer-centricity
- Develop succession and retention plans for key leaders
Salary benchmarks
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has allowed the company to attract customers such as the NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.6m
GRANT
Total funding: $0.6m
Company benefits
- Robust health coverage
- Extended parental leave
- Generous paid time off
- Accelerated learning paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Company HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
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