About the Organization
We are a globally scaled enterprise technology organization delivering AI-powered platforms, cloud infrastructure, and digital transformation solutions to Fortune-level clients across financial services, healthcare, logistics, retail, and enterprise services sectors. Our organization operates in a highly complex, always-on global environment where customer support excellence is a critical driver of retention, revenue growth, and enterprise reputation.
Our customer base spans multiple continents and time zones, requiring a highly sophisticated, scalable, and technology-enabled support ecosystem capable of delivering real-time assistance, technical resolution, and proactive customer engagement at enterprise scale.
We are transforming our customer support organization into a next-generation global customer experience engine, powered by AI-driven support automation, predictive service analytics, omnichannel engagement platforms, and intelligent case management systems. This transformation ensures faster resolution times, improved customer satisfaction, and a proactive approach to customer success.
The Vice President of Customer Support will lead the global support organization, overseeing customer service operations, technical support teams, escalation management, service delivery frameworks, and customer experience strategy across all regions. This role will work closely with Product, Engineering, Customer Success, and Executive Leadership to ensure seamless customer experience and operational excellence.
This is a mission-critical executive leadership role requiring deep expertise in global customer support operations, enterprise service delivery, customer experience transformation, and large-scale team leadership within technology-driven environments.
Essential Duties and Responsibilities
- Lead global customer support strategy and service delivery operations across all regions.
- Oversee multi-tier support organizations, including technical support, customer service, and escalation management teams.
- Develop and execute strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and resolution times.
- Implement AI-driven support systems and automation tools to enhance service efficiency and scalability.
- Build and optimize omnichannel support frameworks including email, chat, phone, and self-service platforms.
- Collaborate with Product and Engineering teams to resolve complex technical issues and customer escalations.
- Establish global support standards, SLAs, and operational performance benchmarks.
- Lead workforce planning, training, and development for global support teams.
- Analyze support performance data to identify trends, inefficiencies, and improvement opportunities.
- Ensure consistent and high-quality customer experience across all touchpoints globally.
Job Qualifications and Requirements
- Bachelor’s or Master’s degree in Business, Customer Experience, Technology, or related field.
- 15–20+ years of experience in customer support, customer success, or service operations leadership roles.
- Proven experience leading large-scale global support organizations in enterprise SaaS or technology environments.
- Strong background in customer experience strategy, service delivery optimization, and operational transformation.
- Experience with AI-driven customer support platforms, CRM systems, and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
- Demonstrated success managing multi-region, 24/7 support operations.
- Strong understanding of enterprise customer lifecycle and support escalation frameworks.
Personal Capabilities and Qualifications
- Exceptional leadership and team-building abilities across global organizations.
- Strong customer-centric mindset with focus on service excellence.
- Excellent communication and executive stakeholder management skills.
- High analytical capability with a data-driven decision-making approach.
- Ability to manage high-pressure operational environments.
- Strong problem-solving and conflict-resolution skills.
Strategic Support
- Partner with the CEO and CCO to define the global customer experience and support strategy.
- Support revenue retention and expansion through world-class customer service delivery.
- Provide insights into customer behavior, service performance, and operational gaps.
- Align support operations with product innovation, engineering improvements, and customer success initiatives.
Working Conditions
- Executive leadership role overseeing global customer support operations.
- High interaction with executive leadership, engineering teams, and global support staff.
- Fast-paced environment focused on customer satisfaction, operational excellence, and service innovation.
- Global travel is required for regional support center reviews and executive alignment sessions.
Job Function
- Global Customer Support Leadership
- Service Delivery & Operations Management
- Customer Experience Strategy
- Escalation & Incident Management
- Support Automation & AI Transformation
- Workforce & Performance Optimization
Compensation & Benefits
- Compensation Package: $370,000 – $488,000 base + executive bonus + long-term equity incentives
- Executive healthcare and wellness programs
- Retirement and financial planning support
- Significant equity participation and long-term wealth-building opportunities
- Executive leadership development and customer experience innovation programs
- Hybrid global work flexibility with international exposure
Why Join Us
- Lead global customer support for a world-class AI-driven technology enterprise.
- Transform customer experience at scale using next-generation support technologies.
- Work directly with executive leadership to shape global service strategy.
- Drive measurable impact on customer satisfaction, retention, and operational excellence.
- Build and scale a best-in-class global support organization supporting enterprise growth.