Everfield
Everfield HQ
SupportLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Lead at Everfield. Skills: programme delivery, Support operating-ratio improvements, diagnostic conversations, AI adoption in Support operations. Run the assessment-to-execution cycle for each company in the current programme cohort. Drive Support's operating-ratio improvements across the cohort”
What You'll Achieve.
Support's operating-ratio improvements; translate ratio movement into clear P&L impact; Support operating-ratio targets; documented P&L impact across the portfolio; programme covers more companies per year of programme tenure than it does today; Companies that have completed the programme do not regress on the metrics that matter
Industry & Context.
identify cost and efficiency levers; execute the changes that move Support's operating ratio in the right direction; sizing the opportunity; agreeing the plan; following through to delivery; intervene if regressions appear
What They're Looking For.
Must Have
Operational leadership experience in Support within software businesses, grasp of P&L concepts, Comfort engaging CEOs on cost optimisation, Track record of delivering measurable cost or efficiency outcomes in Support, 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
Nice to Have
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 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
What You'll Do.
Run the assessment-to-execution cycle for each company in the current programme cohort
Drive Support's operating-ratio improvements across the cohort
owning the operating plan
and translate ratio movement into clear P&L impact
Lead the diagnostic conversations with CEOs and Support Managers
Present programme results and recommendations to the Everfield senior team
Use AI heavily in the programme's own process
continue improving how the programme runs
Lead or co-lead initiatives that introduce AI into Support operations at the BU level
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
Codify what works into repeatable playbooks
How You'll Work.
Team & Collaboration
working directly with BU CEOs and Support Managers; partnering with BU champions and with Everfield's central AI, Product, and Tech leads; working directly with BU CEOs and Support Managers
Communication Scope
Comfortably presenting programme results and recommendations at the senior team level; Present programme results and recommendations to the Everfield senior team; direct, structured, commercially literate
Process & Methodology
assessment-to-execution cycle, operating plan, milestones, diagnostic conversations, sizing the opportunity, agreeing the plan, following through to delivery, programme scales, repeatable playbooks
Full 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
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