John Harte
Vice President of Global Technical Support @Contentful
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WORK HISTORY
Vice President of Global Technical Support @Contentful
London, GB
I’m accountable for the strategy, execution, and evolution of Contentful’s global support organization. I build and mentor leaders and engineers at every level while driving customer satisfaction, retention, operational excellence, and employee engagement at scale.
EDUCATION
Kepner & Fourie® - Facilitator
Decision Making & Root Cause Analysis
Kepner Tregoe® ITSM Certificate - Problem & Incident
KT ITSM Problem & Incident Management
The University of Huddersfield
Higher National Diploma, Business Administration, Management and Operations
The University of Huddersfield
BIT, Business & Information Technology
SKILLS
ABOUT JOHN HARTE
I am a global Customer Operations and Customer Experience leader, currently serving as Senior Director of Global Technical Support and Technical Account Management at Contentful, the leading content platform for digital experiences. With more than 20 years of international industry experience, I specialise in building and scaling customer-facing operating models in high-growth SaaS environments that deliver meaningful, repeatable outcomes across the customer lifecycle.I lead a globally distributed organisation of directors, managers, engineers, and support professionals, partnering closely with Sales, Product, Engineering, and Customer Success to improve onboarding, accelerate time-to-value, reduce friction, and drive durable retention. My work sits at the intersection of Customer Experience, Support, Technical Account Management, and cross-functional execution, with a strong focus on aligning internal priorities to customer outcomes as organisations scale.My leadership philosophy centres on ownership at the right level. I believe strong customer operations are not built on heroics or isolated optimisation, but on resilient systems, clear accountability, and trusted cross-functional relationships that consistently deliver value and confidence over time. I am particularly focused on identifying early risk signals, evolving operating models with maturity, and ensuring teams are equipped to lead through change.I am deeply committed to quality and continuous improvement, regularly driving enhancements to processes, tools, and services informed by customer feedback and experience. Known for clear and persuasive communication, I am comfortable interpreting data, presenting complex ideas, and facilitating alignment across diverse stakeholder groups. My dedication to excellence has been recognised through two consecutive Stevie Awards for Leader of the Year in 2024 and 2025.I am motivated by impact and take pride in building collaborative, high-performing teams. I am most effective in complex, fast-moving environments where scale, ambiguity, and customer impact intersect, and where thoughtful operational design can materially influence growth, retention, and long-term business performance.
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