Global CS Lead - Account Specialists

About the Role

We're looking for an exceptional leader to drive world-class customer care for [Employer hidden — view at passion-project.co.uk]'s highest-value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements.

Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision.

Key Responsibilities

• Commercial Excellence
• Transform service into a revenue engine through insight-led upsells
• Use data analytics to shift from reactive support to proactive growth
• Build consultative partnerships that drive retention and expansion
• Design multi-tiered engagement models optimising cost-to-serve
• Strategic Planning
• Develop 12-month operational strategy aligned with long-term goals
• Deploy strategic plans and manage stakeholder expectations
• Establish global support delivery across all [Employer hidden] regions
• Create scalable, affordable models supporting pricing strategy
• Operations
• Enhance productivity, quality, and first contact resolution
• Use customer insights and root cause analytics for improvements
• Manage resource utilisation and workforce planning
• Drive continuous improvement and change management
• Lead cross-functional stakeholder conversations
• People Leadership
• Provide effective coaching through regular 1-1s
• Grow and develop globally distributed teams
• Set actionable goals enabling team growth
• Ensure operational continuity during your absence
• Collaboration
• Partner with Scaling Service, WFM, Vendor Management, and Product teams
• Work cross-functionally with KYC, FinCrime, PayOps, and others
• Align resources with business objectives and service levels
• Capacity Management
• Collaborate on staffing, recruiting, and retention strategy
• Develop hiring and talent management best practices
• Ensure compliance with local employment laws
• Maintain required headcount through effective planning

Qualifications

• Experience Required
• Leadership Scale:
• Experience managing 6+ direct reports and leading teams of 50+ globally
• Proven track record scaling teams (ideally from 50 to 70+)
• Leading leaders globally or across multiple regions
• Geographical & Operational:
• Experience coordinating across multiple regions and time zones
• Ability to act as a single figurehead while accommodating regional nuances across Singapore, Austin, Tallinn, Budapest, and São Paulo
• Metric & Performance Management:
• Expertise managing KPIs including contribution margin, reach rate, and cohort expansion
• Data-driven decision-making with strong analytical capabilities
• Track record of driving commercial outcomes through service excellence
• Industry Background:
• Sales-through-service mentality with customer services or customer success background
• Solid understanding of KYC principles and compliance requirements
• Deep industry knowledge and competitive awareness
• Mindset & Approach:
• Customer-centric with commercial acumen
• Strategic problem-solver with exceptional communication skills
• Dynamic adaptability in fast-paced, shifting environments
• Process-driven yet agile and flexible to change
• Detail-focused with ability to see the bigger picture
• Professional approach and growth mindset are critical

What to Expect

• Travel: Regular travel, potentially for extended periods
• Flexibility: Adaptability to different time zones (APAC, EMEA, Americas)
• Data-Driven: Comfort with data analysis is essential
• Global Coordination: Act as the central point of contact across 5 regional hubs