Support Lead

Job description

# About Everfield and this role Everfield acquires and holds European software companies for the long term. We own 100% of the Business Units (BU) we buy, but we do not run them directly — each BU is led by its own CEO. We support and steer the portfolio through a small set of operating ratios that translate strategy into measurable performance. One of the central programmes behind that operating model is the portfolio Support programme: a structured engagement with each BU's CEO and Support Manager to assess how Support is run, identify cost and efficiency levers, and execute the changes that move Support's operating ratio in the right direction. We are looking for a Support Lead to take ownership of this programme's delivery. The role reports to the Product Lead and works directly with BU CEOs, BU Support Managers, and the Everfield senior team. Comfortably presenting programme results and recommendations at the senior team level is essential. # 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. # How we work 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. # The process 1) TA screening call (30 min) 2) Interview with Product Lead and CEE Operations Lead (60min) 3) Interview with COO (30min)