everfield - Support Lead
Requirements
• Operational leadership experience in Support within software businesses — enough to be credible with Support Managers on day one. • Strong grasp of P&L concepts: how Support cost flows through gross margin, how staffing decisions show up in opex, how to size and defend an optimisation case. • Comfort engaging CEOs on cost optimisation — direct, structured, commercially literate, and able to push back when needed. • Track record of delivering measurable cost or efficiency outcomes in Support, not just process improvement. • Comfort presenting results and recommendations to senior executives. • Hands-on with AI tools and a clear point of view on where AI changes the Support cost equation — or a genuine appetite to learn fast and develop one. • STRONGLY PREFERRED • Experience operating across a portfolio or multi-BU structure rather than a single company. • Familiarity with common Support tooling (Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Jira) at the level needed to challenge configuration choices. • Exposure to post-acquisition integration environments. • European market experience; comfortable working across Central and Eastern European and Western European BUs. • Experience extending similar work into Professional Services — scoping, delivery hygiene, utilisation, and margin management.
Responsibilities
• Run the assessment-to-execution cycle for each company in the current programme cohort, working directly with BU CEOs and Support Managers. • Drive Support's operating-ratio improvements across the cohort, owning the operating plan, milestones, and tracking; translate ratio movement into clear P&L impact. • The current cohort hits its Support operating-ratio targets, with documented P&L impact across the portfolio. • BU CEOs view the programme as a source of leverage rather than overhead, and ask for it to come to their company. • The programme covers more companies per year of programme tenure than it does today, because the playbook and AI-led tooling have absorbed the growth. • Companies that have completed the programme do not regress on the metrics that matter. • The programme is already running. The current cohort covers roughly three-quarters of the portfolio, and at our current pace of acquisitions, next year's cohort will be of similar size. The Support Lead is expected to hit the ground running rather than build the programme from scratch. • The programme is also AI-native: we expect the Support Lead to use AI throughout the assessment, planning, and reporting process, and to drive AI adoption in the BUs as a primary efficiency lever. This is not a traditional Support transformation role — speed, leverage, and willingness to challenge defaults are central. • 1) TA screening call (30 min) • 2) Interview with Product Lead and CEE Operations Lead (60min) • 3) Interview with COO (30min)
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