Vice President of Customer Support and Integrations

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, Pay Pal and Stripe to access new markets, connect with more customers, and accelerate their growth. Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations, all united around one goal – to deliver the best possible products and services to our partners and customers.

While our company mission is to keep innovating global commerce, our internal mission is to choose action, be open, think customer, go further and win together.

As Vice President of Customer Support and Integrations at PPRO, a global local payment method (LPM) acquirer, you will be pivotal in shaping, leading, and scaling a world-class customer experience organisation. You will strategically define and drive every aspect of the customer journey, from onboarding to proactive ongoing engagement, for our diverse customer base, including Payment Service Providers (PSPs), Merchant customers, and LPM Scheme providers.

This senior leadership role embodies PPRO’s core values: win together, go further, choose action, and think customer.

• Strategic Leadership & Team Development:
  Build, mentor, and lead a high-performing, globally distributed customer-facing organisation across Commercial Support, Technical Account Management, and Solutions Engineering. Define the structure, roles, and career paths for teams of 20+ professionals across Europe, LATAM, APAC, and the US, ensuring scalability, accountability, and continuous improvement.
• Set clear OKRs and performance standards, foster a culture of ownership and deep collaboration, and ensure the teams act as proactive, embedded strategic partners to both customers and internal stakeholders.
• Shape the long-term strategy for global support and customer integrations, driving a transformation agenda focused on automation, AI-enabled workflows, and data-driven decision-making, while partnering closely with cross-functional teams to ensure customers succeed with PPRO.
• Elevate Customer Support & Operational Efficiency:
  Define and oversee the strategic vision for a seamless, efficient, and commercially aligned customer/prospect integration journey.
• Drive significant operational efficiencies and automation across all onboarding and support processes to enhance scalability and reduce manual effort.
• Champion End-to-End Customer Lifecycle Management:
  Develop and implement a comprehensive strategy for ongoing customer engagement, ensuring a consistent and proactive experience across merchant applications, Local Payment Method activations, and product/technical documentation.
• Oversee the continuous improvement of customer-facing tools (e.g., Welcome Portal) for recurring tasks, reporting, and self-service.
• Establish robust governance models, clear ownership, and efficient escalation paths for all customer interactions.
• Create & Scale the Customer Success Framework:
  Design, implement, and continuously refine a consistent, transparent, and scalable Customer Support playbook, including best practices, processes, and tools.
• Define and champion Service Level Agreements (SLAs) and comprehensive Customer Experience (CX) metrics across the entire customer journey.
• Proactively identify and close operational gaps through strategic process re-engineering, technology adoption, and automation initiatives.
• Executive Voice of the Customer & Strategic Influence:
  Serve as the executive voice of the customer within PPRO, driving a customer-centric culture at all levels.
• Lead and facilitate high-level cross-functional collaboration with executive stakeholders (e.g., Product, Engineering, Legal, Compliance, Sales, Marketing, Payment Partnerships, Payment Support) to ensure seamless, end-to-end customer experiences.
• Present comprehensive customer insights, pain points, and strategic recommendations to the Senior Leadership Team (SLT) and executive board, ensuring customer feedback directly informs product roadmap, documentation, and commercial strategy.

• You are a visionary leader who is deeply customer-obsessed, adept at balancing strategic foresight with operational rigour. You thrive in complex, cross-functional, high-accountability environments, driving both exceptional customer outcomes and organisational efficiency and are preferably based in the London area.

• Executive Customer Success Leadership: A proven track record of leading, building, and scaling high-performing Customer Support and/or integrations organisations within a complex, global B2B environment, preferably within SaaS or Fin Tech.
• Operational Excellence & Process Transformation:
  Extensive experience in identifying systemic operational inefficiencies, designing, and successfully implementing large-scale process optimisation and automation initiatives that…