Global Head of Customer Support

Cirium; City of London; On-site; GBP 80,000 - 110,000; Full time

Job summary

A leading aviation analytics firm seeks a Global Head of Customer Support to enhance service excellence. The role involves leading a distributed team, collaborating with Sales and Technology, and utilizing AI for improved efficiency. Experience in senior leadership and technology environments is essential. Join us to transform the aviation industry and elevate customer experiences.

Qualifications

• Considerable experience in a senior leadership role.
• Previous experience working within a technology and data company.

Responsibilities

• Lead a globally distributed customer support team across multiple time zones.
• Partner with Sales leadership to integrate customer feedback.
• Manage incidents and product-related issues effectively.
• Monitor key performance metrics and customer satisfaction scores.
• Drive integration of AI and advanced tooling across Customer Support.

Skills

Leadership of distributed teams

Collaboration with cross-functional teams

Customer communication skills

Root Cause Analysis (RCA)

Experience in technology and data environments

Job description

.Global Head of Customer Support page is loaded## Global Head of Customer Supportlocations: UK - London (Bishopsgate): UK - Grosvenor House (Southampton)time type: Full timeposted on: Posted Yesterdayjob requisition id: R104680**About the Business**At Cirium, our goal is to keep the world connected. We are the industry leader in aviation analytics; helping our customers understand the past, present, and predicting what will happen tomorrow. Our mission is to transform the aviation industry by enabling airlines, airports, travel companies, tech giants, aircraft manufacturers, financial institutions and many more accelerate their own digital transformation. You can learn more about Cirium at the link below.**About the Team**Our customer support team is a global function with team members based across APAC, EMEA and AMERICAS.**About the Role**The Global Head of Customer Support will lead our global support organisation - setting strategy, driving operational excellence, and ensuring customers receive exceptional, consistent, and proactive service at every interaction. Working cross-functionally, this leader will champion collaboration with Sales, Technology and Product teams to deliver high-impact initiatives. This is a senior, visible role that requires a confident and proven leader who thrives in collaboration and is an exceptional communicator. You’ll partner closely with our Sales leadership team, to stay deeply connected to customer feedback, and with our VP of Technology and Sr Director of Operations to ensure seamless incident management, transparent communication, and continuous improvement in our products and services.**Responsibilities*** Strong leadership of a globally distributed customer support team, across multiple time zones.* Partner with **Sales leadership** to understand customer feedback and emerging requirements, ensuring support is tightly integrated with the voice of the customer.* Work closely with **Technology, Data and Product teams** to manage incidents, outages, and product-related issues, ensuring rapid, transparent, and coordinated responses.* Take ownership of professional, customer-facing Root Cause Analysis (RCA) communications, setting gold-standard practices for clarity, transparency, and accountability. Use insights from recurring issues to drive cross-functional action to address underlying causes and continuously enhance the overall customer experience.* Drive the integration of AI and advanced tooling across Customer Support, leveraging technology to enhance service excellence and deliver step-change improvements in team efficiency and impact* Monitor key performance metrics, customer satisfaction scores, and feedback loops to identify opportunities for improvement.* Represent the voice of the customer at the executive level, contributing to strategic discussions and company-wide initiatives.**Requirements*** Considerable experience in a senior leadership role* Previous experience working within a technology and data company desired* Bring a blend of collaboration, commercial focus, and agility - partnering across teams to deliver results, acting strategically with customers in mind, and embracing curiosity and inclusivity to navigate complexity and drive meaningful impact. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.***USA Job Seekers:***.**Cirium offers aviation and air travel data and analytics to help keep the world in motion. Our people are at the center of who we are and what we do. We put the interests of our customers unmistakably first, we are empowered by the trust we earn from each other and our customers, we share a common global vision for Cirium based diversity, inclusion and collaboration and our passion for discovery will transform industries. Our team delivers** **insight, built from decades of experience in the sector, enabling travel companies, aircraft manufacturers, airports, airlines and financial institutions, among others, to make logical and informed decisions which shape the future of travel, growing revenues and enhancing customer experiences.**