Support Lead

What you will do

• 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.
• Lead the diagnostic conversations with CEOs and Support Managers — sizing the opportunity, agreeing the plan, and following through to delivery.
• Present programme results and recommendations to the Everfield senior team.
• Use AI heavily in the programme's own process (assessments, benchmarking, reporting) and continue improving how the programme runs.
• Lead or co-lead initiatives that introduce AI into Support operations at the BU level (deflection, agent assist, knowledge, triage), partnering with BU champions and with Everfield's central AI, Product, and Tech leads.
• Expand the cohort over time: identify and onboard the next set of companies into the programme.
• Maintain results in companies that have already gone through the programme — keep tabs on their operating-ratio trajectory and intervene if regressions appear.
• Codify what works into repeatable playbooks so the programme scales without proportional headcount growth.

What we are looking for

• 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.

Nice to have

• Experience extending similar work into Professional Services — scoping, delivery hygiene, utilisation, and margin management.

Success in this role looks like

• 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.