Jake Nevis
Jake Nevis
About
Detail
Senior Director - Head of Support
Hilversum, North Holland, Netherlands
With over 20 years of proven expertise in leading global®ional 24x7 support operations, I specialize in driving support operations & delivering high customer satisfaction, operational efficiency, and team performance across Telecommunications, IT, FinTech, and SaaS industries. I thrive in building scalable support frameworks that align with business objectives and deliver world-class service to on prem & cloud enterprise and SMB customers alike.
My Leadership Edge:
- Global Team Leadership:
Manage & own multi-cultural teams of support engineers, team leaders & senior managers across regions, achieving record-high Net Promoter Scores (NPS >70) through strategic talent development and robust operational frameworks.
- Customer-Centric Strategy:
Designed and implemented processes that prioritize customer success, from troubleshooting to delivering proactive solutions that enhance customer retention (Monthly volumes >5k tiks with CSAT of >95%).
- Operational Excellence:
Managed budgets&optimized resource allocation to drive efficiencies in global support operations while maintaining high-quality service delivery.
- Scalable Growth Initiatives:
Successfully rolled out new product support offerings, set up regional teams from scratch, and introduced career frameworks that improved retention and performance.
- Cross-functional and Stakeholder Collaboration:
Work closely with other departments, including customer success, product mgmt, & senior management to align support strategies with company growth goals, providing regular insights on performance, market changes, and process improvements.
Key Achievements & Experience:
- Led initiatives to introduce AI-driven tooling and automation, streamlining support activities and optimizing efficiency, resulting in faster resolution times and improved customer outcomes.
- Successfully rolled out new product support models and regional support hubs, building teams from scratch and driving organizational growth.
- Transformed support operations into high-performing, customer-focused teams across multiple regions.
- Partnered with product and development teams to beta test, review, and enhance product offerings for improved serviceability.
- Led initiatives to position customers as references, showcasing product value to drive future sales and growth.
I am passionate about leading global or regional support functions that not only meet but exceed customer expectations. Whether driving operational transformation or mentoring the next generation of leaders, I am committed to delivering measurable impact.
My Leadership Edge:
- Global Team Leadership:
Manage & own multi-cultural teams of support engineers, team leaders & senior managers across regions, achieving record-high Net Promoter Scores (NPS >70) through strategic talent development and robust operational frameworks.
- Customer-Centric Strategy:
Designed and implemented processes that prioritize customer success, from troubleshooting to delivering proactive solutions that enhance customer retention (Monthly volumes >5k tiks with CSAT of >95%).
- Operational Excellence:
Managed budgets&optimized resource allocation to drive efficiencies in global support operations while maintaining high-quality service delivery.
- Scalable Growth Initiatives:
Successfully rolled out new product support offerings, set up regional teams from scratch, and introduced career frameworks that improved retention and performance.
- Cross-functional and Stakeholder Collaboration:
Work closely with other departments, including customer success, product mgmt, & senior management to align support strategies with company growth goals, providing regular insights on performance, market changes, and process improvements.
Key Achievements & Experience:
- Led initiatives to introduce AI-driven tooling and automation, streamlining support activities and optimizing efficiency, resulting in faster resolution times and improved customer outcomes.
- Successfully rolled out new product support models and regional support hubs, building teams from scratch and driving organizational growth.
- Transformed support operations into high-performing, customer-focused teams across multiple regions.
- Partnered with product and development teams to beta test, review, and enhance product offerings for improved serviceability.
- Led initiatives to position customers as references, showcasing product value to drive future sales and growth.
I am passionate about leading global or regional support functions that not only meet but exceed customer expectations. Whether driving operational transformation or mentoring the next generation of leaders, I am committed to delivering measurable impact.
