VP, Global Support

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CoreView

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

☁️ SaaS

🔐 Security

🏢 Enterprise

SaaS • Security • Enterprise

CoreView is the leading SaaS platform for Microsoft 365 Tenant Resilience. It secures configuration, identity, and access layers of Microsoft 365 across Exchange Online, Teams, SharePoint, OneDrive, Intune, and Entra ID. CoreView hardens tenants against attacks, reduces privileges and blast radius, detects configuration tampering, and restores tenant configuration to a known good state. It provides centralized multi-tenant management, tenant consolidation and segmentation, governance and lifecycle automation, license optimization, backup/restore, and no-code automation for operational efficiency. CoreView emphasizes policy enforcement, configuration management, delegation management, and specific control for SharePoint, and targets enterprises, government, and large organizations to manage complex Microsoft 365 environments.

📋 Description

• Define and execute the global customer support strategy, aligning with company growth goals and customer retention targets • Lead, mentor, and grow distributed support teams across EMEA, Americas, and APAC • Own CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection metrics • Foster a customer-first culture focused on resolution quality, proactive communication, and continuous improvement • Establish or manage an offshore support centre, including site selection, vendor evaluation, and governance frameworks • Design and implement onboarding, training, and quality assurance programmes for offshore operations • Integrate onshore and offshore teams while maintaining consistent service quality and brand standards • Manage offshore partner relationships, SLAs, and performance accountability • Serve as executive escalation point for complex Microsoft 365 technical issues • Partner with Product and Engineering on support trends, product roadmap influence, and systemic issue resolution • Oversee support tooling, CRM/ticketing, knowledge management, and AI-assisted workflows • Drive process improvement, lean methodologies, automation, self-service, reporting, and analytics initiatives • Collaborate with Sales, Customer Success, Professional Services, Finance, and HR on the post-sale journey, headcount, budgets, and organisational design

🎯 Requirements

• 10+ years of progressive experience in customer support or customer success, including at least 4 years in a senior leadership role managing global teams • Proven track record of establishing or significantly scaling an offshore support operation • Deep functional knowledge of Microsoft 365 and enterprise use cases • Experience leading support organisations in a B2B SaaS environment with complex, multi-tenant product architectures • Experience managing budgets, vendor relationships, and multi-site operations across time zones • Strong analytical skills using data for decisions and C-suite reporting • Experience designing and implementing support process improvement or automation initiatives, including workflow automation, AI/chatbot deployments, or self-service tooling • Exceptional executive-level communication and influence • Strategic thinking and ability to handle critical escalations • High emotional intelligence and experience building inclusive, high-performing teams across cultures and geographies • Bias for action and comfort in fast-paced, high-growth environments