UK

United Kingdom · Technology and data · C-Suite (20+ years)

Chief Support Officer (CSO)

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  • Experience bandC-Suite (20+ years)
  • Reports toChief Executive Officer (CEO) or Board of Directors
  • UK framework levelUsually an executive or board-level role

Also advertised as VP of Global Services · Chief Customer Experience Officer (CXO) · Global Head of Customer Success & Support · Executive Vice President, Technical Support

Built on 43,079 real UK job descriptions we analysed · grounded in qualifications employers recognise

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

Level 6 Certificate in Professional Sales Institute of Sales Professionals · Level 6 · covers 2 of 8 standards
Level 6 Award in Leading Organisational Change Institute of Sales Professionals · Level 6 · covers 1 of 8 standards
OTHM Level 7 Diploma in Data Science OTHM Qualifications · Level 7 · covers 1 of 8 standards
Level 6 Award in Data-led Decision Making Institute of Sales Professionals · Level 6 · covers 1 of 8 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Data-led Decision Making Level 6 Certificate in Professional Sales
Lead Organisational Change Level 6 Award in Leading Organisational Change
Data Science Foundations OTHM Level 7 Diploma in Data Science
Managing and Improving Operations NOCN Level 7 Diploma in Strategic Leadership of Performance and Productivity

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
AI Governance Fluency using AI responsibly
Automation Fluency building AI into how work runs
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Your Plan Illustration

Built for Chief Support Officer (CSO)

4 units that map to this job, from the qualifications that cover it.

  1. Data-led Decision Making Institute of Sales Professionals · covers 2 of 8 standards Level 6
  2. Lead Organisational Change Institute of Sales Professionals · covers 1 of 8 standards Level 6
  3. Data Science Foundations OTHM Qualifications · covers 1 of 8 standards Level 7
  4. Managing and Improving Operations NOCN · covers 1 of 8 standards Level 7
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Chief Support Officer (CSO)?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skill this role is being asked for

  • AI-Driven CX Strategy & Governance
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Chief Support Officer (CSO) plan as you set up, starting with a Future Fluency module on using AI in your job. No card.

Your first Future Fluency module is free. After that, your AI tutor is £70 a month.

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3What this role really is

A Chief Support Officer leads customer support strategy for cloud products, from proactive engagement to incident resolution.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

ServiceNow (Strategic Ownership) Expert

Defining the enterprise strategy for ITSM, CSM, and ITOM modules within ServiceNow; managing the vendor relationship; ensuring platform integration with other critical business systems (e.g., CRM, ERP); reviewing executive-level dashboards.

Multi-Cloud Governance & Cost Management (AWS, Azure, GCP) Advanced

Contributing to cloud governance policies for supportability; understanding multi-cloud cost implications for support operations; advising on architectural best practices for resilience and supportability across all platforms.

Enterprise Observability Platforms (Datadog, Splunk, Dynatrace) Advanced

Defining the enterprise monitoring and observability strategy; ensuring business-level dashboards provide actionable insights for executive decision-making; leading vendor selection and negotiation for global monitoring solutions.

Executive Reporting & BI (Tableau, Power BI) Expert

Designing and presenting executive dashboards on global support KPIs, SLA attainment, customer health, and financial performance to C-level leadership and the Board. You're telling the story with data.

Financial Planning Software (Workday Adaptive Planning, Anaplan) Advanced

Developing and managing the global support budget (£10M+); creating headcount models; presenting business cases for significant investment in tools, technology, and talent to the CFO and Board.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Global Support Strategy & Vision N/A N/A CSO defines and owns, with CEO/Board alignment.
P&L & Major Budget Allocation (e.g., £10M+) N/A N/A CSO owns and manages, with Board approval for significant capital expenditure.
Organisational Design & Executive Hiring (Support) N/A N/A CSO defines and approves, in consultation with HR and CEO for direct reports.
Major Technology Platform Selection (e.g., new ITSM) N/A N/A CSO leads selection and approval, with CTO/CFO alignment for enterprise integration and cost.
Customer Escalations (Executive Level) N/A N/A CSO is the ultimate point of contact for critical enterprise customer escalations.
Product Roadmap Influence (Support-Driven) N/A N/A CSO champions and influences, in collaboration with CPO and executive team.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Customer Retention Rate (Support-Influenced)
The percentage of customers we retain year-over-year, specifically attributing a portion to the quality of our support and service delivery.
Target · Increase by 5-10% annually

If our overall retention is 90% and support-influenced factors account for 10% of churn reduction, we'd expect to see that contribution grow. For instance, moving from 90% to 91% retention, with your strategy contributing half a percentage point.

Global Customer Satisfaction (CSAT/NPS)
The overall satisfaction scores from our customers across all regions and product lines, reflecting their experience with our support.
Target · Maintain >90% CSAT and >60 NPS across all major regions

Ensuring our EMEA CSAT doesn't drop below 92% and our APAC NPS stays above 65, even as we expand into new markets or launch new products.

Cost Per Customer Supported
The total cost of running the global support organisation divided by the number of active customers, reflecting efficiency at scale.
Target · Reduce by 5-8% year-on-year through strategic automation and process optimisation

If our current cost per customer is £150, your goal would be to bring that down to £138-£142 within the next 12 months, without sacrificing quality, perhaps by implementing new AI tools.

Global SLA Attainment & Adherence
The percentage of support tickets and incidents that meet our defined Service Level Agreements (SLAs) and Objectives (SLOs) across all regions.
Target · Maintain >99.5% for P1/P2 incidents; >95% for all other ticket types

Ensuring that even during peak periods or major incidents, our global teams consistently resolve critical issues within the agreed-upon timeframes, say, a P1 resolved in under 1 hour, 99.8% of the time.

Support-Driven Product Roadmap Influence
The number of critical customer issues or feature requests identified by support that are prioritised and implemented into the product roadmap.
Target · Influence 3-5 major product improvements or bug fixes per quarter

Working with Product to ensure that the top 3 recurring issues our customers face (e.g., a specific integration problem, a UI bug) are addressed in the next two product sprints, directly impacting customer pain points.

Board Confidence & Strategic Alignment
The Board of Directors' and executive team's trust in the global support strategy, and how well it aligns with overall company objectives.
  • Regular invitations to present support strategy and performance to the Board
  • active participation in executive strategy sessions
  • direct feedback from CEO/Board on the clarity and impact of support initiatives
  • support insights are consistently referenced in broader company-level discussions.
Market Reputation & Industry Leadership
How the company is perceived by industry analysts, partners, and the market regarding its customer support and service excellence.
  • Positive mentions in analyst reports (e.g., Gartner, Forrester) regarding customer service
  • invitations to speak at major industry conferences on support innovation
  • positive social media sentiment and customer testimonials highlighting support quality
  • industry awards for customer experience.
Organisational Health & Talent Development
The overall health, engagement, and development of the global support workforce, ensuring we attract, retain, and grow top talent.
  • Low voluntary attrition rates within the support organisation (e.g., <10% annually)
  • high scores in employee engagement surveys for support teams
  • clear internal career progression for support professionals
  • successful internal promotions to leadership roles
  • positive feedback from direct reports on leadership and mentorship.
Proactive Risk Management & Incident Preparedness
The ability of the support organisation to anticipate potential issues, mitigate risks, and respond effectively to major incidents, minimising customer impact.
  • Reduced number of P1/P2 incidents due to proactive measures
  • rapid and effective resolution of major incidents with minimal customer communication errors
  • comprehensive disaster recovery and business continuity plans for support operations
  • regular, successful incident simulation exercises with cross-functional teams.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Shaping Enterprise Strategy & Impacting Millions

You'll spend your days in strategic planning sessions, presenting to the Board, and working with your executive peers to define the company's future. The decisions you make will directly affect how hundreds of thousands of customers experience our products and services globally. You're building something big, not just maintaining it.

Leading the initiative to integrate AI-driven proactive support into our core product offering, fundamentally changing how customers interact with us and preventing issues before they even arise, impacting our entire customer base.

Building High-Performing Global Organisations

You'll be recruiting, mentoring, and developing a leadership team that spans continents. This means designing organisational structures, fostering a culture of excellence, and empowering your VPs and Directors to innovate. It's about building a legacy of talent and operational brilliance.

Designing and implementing a new global 'follow-the-sun' model that reduces handoff errors by 50% and improves global team collaboration, leading to higher employee satisfaction and faster resolution times.

Driving Customer Loyalty & Business Growth

Your ultimate goal is to ensure our customers are so happy with our support that they become our biggest advocates. You'll see the direct impact of your strategies on customer retention figures, expansion opportunities, and ultimately, the company's revenue growth. You're a key player in the company's financial success.

Identifying a critical pain point through support data, then working with Sales and Product to develop a new service offering that addresses it, leading to a 15% increase in customer lifetime value for a key segment.

What frustrates people
  • Executive-level disagreements on strategic priorities that delay critical support initiatives.
  • The slow pace of organisational change in a large, established company.
  • Budget battles for essential tools or headcount, despite clear ROI.
  • Being the 'bad cop' who has to deliver difficult news to customers or internal teams.
  • Dealing with the aftermath of product bugs or outages that were outside your control but directly impact customer trust.
  • The constant pressure to do more with less, especially in a cost-centre perception.
  • Recruiting and retaining top talent in a highly competitive global market.
What this role does not give you
  • Daily, hands-on technical troubleshooting or direct customer interaction (that's for your teams).
  • A quiet, predictable work schedule; expect urgent escalations and international travel.
  • The ability to make unilateral decisions without executive alignment and Board approval.
  • A role where you can avoid internal politics or cross-functional negotiations.
  • A position where you're not accountable for multi-million-pound P&L and global team performance.

8Who you work with

This role is absolutely critical for our long-term success. You're not just managing a department; you're safeguarding our customer relationships, which, let's face it, are the lifeblood of our business. Your decisions directly influence customer retention, brand reputation, and ultimately, our bottom line. You'll shape how we scale globally, how we innovate our support offerings, and how we ensure customer feedback genuinely drives our product roadmap. Get it right, and you'll be a key architect of our growth. Get it wrong, and the consequences ripple across the entire organisation, impacting revenue, market share, and investor confidence.

Inside the business
  • CEO and Executive Leadership Team
  • Board of Directors
  • Chief Product Officer (CPO) and Product Leadership
  • Chief Technology Officer (CTO) and Engineering Leadership
  • Chief Revenue Officer (CRO) and Sales Leadership
  • Chief Financial Officer (CFO) and Finance Leadership
  • Chief Marketing Officer (CMO) and Marketing Leadership
Outside the business
  • Major Enterprise Customers and Key Accounts
  • Industry Analysts and Consultants
  • Regulators and Compliance Bodies
  • Strategic Partners and Vendors
  • Investors and Shareholders
  • Media and Public Relations

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • 20+ years of progressive experience in technical support, customer service, or professional services, with at least 5-7 years in a global leadership role (Director/VP level) managing large teams (100+).
  • Demonstrable experience owning and managing a significant P&L (minimum £5M+ annual budget) for a global service organisation.
  • Proven track record of defining and executing successful global support strategies that have demonstrably improved customer retention, satisfaction, and operational efficiency.
  • Extensive experience presenting to and influencing executive leadership teams and Boards of Directors.
  • Deep understanding of cloud technologies (AWS, Azure, GCP) and SaaS business models.
  • Experience leading major organisational change and digital transformation initiatives within a service context.
  • A strong network within the technical support or customer experience industry.
  • Fluency in English is essential; additional major languages (e.g., German, French, Spanish, Japanese) are a significant plus for global leadership.

10What to practise next

Where the job is going, and what to do about it starting this week.

Digital Twin for Support Operations

Imagine having a real-time virtual model of your entire global support operation. Digital twins will allow you to simulate changes, predict impacts, and optimise resource allocation before making real-world changes. This is about taking operational excellence to a whole new level, especially for complex 'follow-the-sun' models.

Real-time operational data integration · Simulation and 'what-if' analysis · Predictive resource optimisation · Visualisation of global support flows

  • This quarter: Research leading digital twin platforms and their application in service operations.
  • Next 6 months: Commission a feasibility study for a digital twin pilot in a specific region or function.
  • Next 12 months: Work with your CTO and Head of Operations to develop a roadmap for implementing a full-scale digital twin.
  • Ongoing: Attend industry webinars and consult with experts on advanced operational modelling.

Quick win: Start by consolidating your existing operational data into a single, robust data warehouse. You can't build a digital twin without a solid data foundation.

Hyper-Automation & Intelligent Process Automation (IPA)

Beyond simple RPA, hyper-automation combines AI, ML, and process mining to automate entire end-to-end support workflows, not just individual tasks. This is about driving massive efficiency gains, reducing human error, and freeing up your teams for higher-value work. It's crucial for scaling support without linearly increasing costs.

Process mining for automation identification · RPA (Robotic Process Automation) for repetitive tasks · Machine learning for decision automation · Orchestration of automated workflows

  • This quarter: Review your current support processes for high-volume, repetitive tasks that are prime candidates for automation.
  • Next 6 months: Invest in a process mining tool to identify the biggest automation opportunities.
  • Next 12 months: Launch a significant IPA programme targeting a 20%+ reduction in manual effort for specific workflows.
  • Ongoing: Foster a culture of automation within your leadership team, encouraging them to identify and champion new initiatives.

Quick win: Identify one or two highly repetitive, low-complexity tasks that your teams do daily and explore off-the-shelf RPA solutions. Show quick wins to build momentum.

11Staying current once you are in

What people here do to keep up
  • Regularly engage with industry analysts (e.g., Gartner, Forrester) to stay ahead of market trends and best practices in customer service and support.
  • Actively participate in executive-level industry forums and conferences (e.g., TSIA, Service Council) to network, share insights, and benchmark our operations.
  • Mentor emerging leaders within the organisation, both within and outside your direct reporting line, fostering a culture of continuous learning and development.
  • Publish thought leadership articles or speak at major conferences on topics related to AI in CX, global service delivery, or customer retention strategies.
  • Undertake continuous learning in areas like advanced analytics, AI ethics, and digital transformation through executive courses or self-study.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

AI-Driven CX Strategy & Governance

AI is no longer a 'nice to have'; it's rapidly becoming the backbone of modern customer experience. Competitors are already using AI to automate interactions, predict churn, and personalise support at scale. As CSO, you'll need to not only adopt AI but also define the ethical guidelines for its use, ensuring trust and transparency.

  • Generative AI for personalised support
  • Predictive analytics for churn prevention
  • Ethical AI in customer service
  • AI-powered self-service optimisation

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Enterprise ITIL & Service Management
  • Global Service Design & Delivery
  • Customer Lifetime Value (CLV) Optimisation
  • Proactive & Predictive Support Architectures
  • Advanced Root Cause Analysis (RCA) & Problem Management

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Director/VP of Global Cloud Support (from a large enterprise)

    3-5 years at VP level before CSO

    Skills to master

    • Enterprise P&L management, Board-level communication, multi-year strategic planning, executive team collaboration, global regulatory compliance.

    You're ready to move on when

    • Successfully owned and managed a significant global support P&L (£5M+).
    • Consistently delivered improvements in enterprise-level CSAT/NPS and retention.
    • Built and led a high-performing leadership team across multiple regions.
    • Demonstrated ability to influence product roadmap and engineering priorities.
    • Proven track record of driving large-scale operational transformation.
  2. 2

    Chief Operating Officer (COO) with strong service background

    2-4 years as COO before CSO (if service is primary focus)

    Skills to master

    • Cross-functional operational excellence, supply chain management (for service delivery), enterprise-wide process optimisation, M&A integration (post-acquisition service alignment).

    You're ready to move on when

    • Successfully managed multiple operational functions beyond just support.
    • Demonstrated ability to drive company-wide efficiency and cost reduction.
    • Proven experience integrating acquired companies' service organisations.
    • Strong strategic partnership management skills.
  3. 3

    Chief Customer Officer (CCO) / Chief Experience Officer (CXO)

    3-5 years as CCO/CXO before CSO (if technical support is a core part of CX)

    Skills to master

    • Holistic customer journey mapping, voice of the customer (VoC) programmes, customer success strategies, brand reputation management.

    You're ready to move on when

    • Owned the end-to-end customer journey across all touchpoints.
    • Successfully implemented enterprise-wide VoC programmes.
    • Proven ability to drive customer advocacy and loyalty.
    • Deep understanding of how technical support impacts the overall customer experience.

15Where this role leads

The long view: This role can lead to advising businesses on customer experience and support operations, or speaking on these subjects as an industry specialist.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Chief Support Officer (CSO) is actually changing.

Where it leads

Roles this leads to

The record names a next step, but the catalogue has no page for it yet:

  • Chief Executive Officer (CEO)
  • Board Member / Non-Executive Director (NED)

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Data-led Decision Making, worked against Chief Support Officer (CSO).

Data-led Decision Making Level 6

Applied to your work in Chief Support Officer (CSO)

The objective of this unit is to provide learners with an understanding of key data sources that support strategic decision-making and the data requirements for effective team decision-making. Learners will be able to critically analyse data from various sources to identify trends and insights, and recommend improvements to decision-making processes based on data analysis.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

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Chief Support Officer (CSO)
  • Enterprise ITIL & Service Management
  • Global Service Design & Delivery
  • Customer Lifetime Value (CLV) Optimisation
  • Proactive & Predictive Support Architectures
  • Advanced Root Cause Analysis (RCA) & Problem Management
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Chief Support Officer (CSO) is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Chief Executive Officer (CEO)

    3-5 years

    Enterprise Leadership

    • Full P&L ownership for the entire company
    • Leading all functional areas (Sales, Product, Engineering, Marketing, Finance)
    • Board management and stakeholder communication
    • Public speaking and media engagement

  2. Board Member / Non-Executive Director (NED)

    2-3 years (often alongside other roles)

    Governance & Strategic Oversight

    • Providing objective oversight and guidance to executive teams
    • Evaluating company performance and strategic direction
    • Ensuring ethical governance and shareholder value
    • Mentoring C-suite executives
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real: at the C-suite level, your time is your most valuable asset. Every hour you save on routine tasks or sifting through data is an hour you can spend on strategic thinking, engaging with key customers, or mentoring your leadership team. AI isn't just for the front lines; it's a game-changer for executive productivity, giving you superpowers to drive enterprise-wide impact.

As Chief Support Officer, you're drowning in data, reports, and strategic documents. Imagine having an intelligent co-pilot that helps you distil complex information, anticipate market shifts, and craft compelling narratives for the Board. That's what AI can do for you. It's about augmenting your strategic capabilities, not replacing them, allowing you to focus on what truly matters: vision, people, and customer success.

Strategic Insight Generation

AI can analyse vast amounts of customer feedback, market trends, and operational data to identify emerging risks, untapped opportunities, and key strategic imperatives for global support. It'll help you spot patterns your human eye might miss, giving you a competitive edge in planning.

Global Operations Optimisation

Use AI to simulate different operational models, forecast staffing needs across regions, and identify bottlenecks in your 'follow-the-sun' processes. It's like having a supercomputer running 'what-if' scenarios to find the most efficient and customer-centric way to operate globally.

Executive Communication AI

From drafting initial outlines for Board presentations to summarising complex incident post-mortems for the CEO, AI can help you articulate your vision and key messages with precision and impact. It ensures your communications are clear, concise, and tailored to your audience, saving you hours of drafting and editing.

Organisational Health Analytics

AI can analyse employee sentiment, attrition patterns, and performance data across your global teams, helping you proactively identify areas for leadership development, cultural initiatives, or process improvements. It's about understanding the pulse of your organisation at scale, so you can build a truly thriving workforce.

Common questions

Common questions

How do you become a Chief Support Officer (CSO)?

Common routes in include Director/VP of Global Cloud Support (from a large enterprise) (3-5 years at VP level before CSO), Chief Operating Officer (COO) with strong service background (2-4 years as COO before CSO (if service is primary focus)) and Chief Customer Officer (CCO) / Chief Experience Officer (CXO) (3-5 years as CCO/CXO before CSO (if technical support is a core part of CX)). Times vary with prior experience.

Where can a Chief Support Officer (CSO) progress to?

This role can lead on to Chief Executive Officer (CEO) (3-5 years) and Board Member / Non-Executive Director (NED) (2-3 years (often alongside other roles)), depending on the skills you build.

What new skills matter most for a Chief Support Officer (CSO)?

Increasingly, AI-Driven CX Strategy & Governance. These are the skills our record of this role lists as growing.

Free tools

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Three free tools, no account needed. Each one ends with a role, a level and a way in.

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17Where to go from here

Other roles at Level 8

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in technology and data

Stay in the field you know and move sideways rather than up.
If you leave this industry

Experience as a CSO in technical roles carries over to leadership positions in other technology-driven industries, including SaaS, FinTech, HealthTech and e-commerce. Skills in global service delivery, customer experience and operational efficiency apply across these sectors.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my Chief Support Officer (CSO) plan, free What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.