Vice President of Customer Support

About the Role

This executive leadership position focuses on developing and expanding a top-tier customer support organization within a software environment based in the United States. The role encompasses managing the entire customer support lifecycle, including operational service delivery, incident handling, customer retention efforts, and achieving operational excellence. It involves leveraging data-driven methods, process improvements, automation, and AI-enabled customer service solutions to transform operations strategically. Collaborating closely with engineering, product, and executive teams, the Vice President advocates for the customer perspective and fosters continuous service enhancements.

Key Responsibilities

• Oversee the complete customer support division, including technical support, customer success, quality assurance, and operations teams.
• Develop and implement service strategies, support frameworks, escalation procedures, and service-level objectives tailored for various customer segments.
• Manage multi-channel inbound support to ensure prompt problem resolution, high customer satisfaction, and consistent service standards.
• Establish and monitor operational metrics such as response time, resolution time, backlog, first-contact resolution, customer satisfaction scores, and cost efficiency.
• Create and refine after-hours support, incident response, escalation strategies, and post-incident reviews.
• Collaborate with engineering and product teams to identify common issues, enhance software quality, and reduce the frequency of customer-impacting defects through root cause analyses.
• Represent the voice of the customer in product strategy and planning to guide future enhancements.
• Promote the use of AI-driven support technologies, including automated issue triage, knowledge bases, agent assist tools, workflow automation, and intelligent case resolutions.
• Design scalable support delivery models such as regional or nearshore centers to optimize efficiency without sacrificing service quality.
• Develop premium support programs, including customer success initiatives and enhanced service packages for key clients.
• Monitor customer health metrics, drive retention initiatives, and work closely with commercial teams on expansion opportunities.
• Recruit, mentor, and grow high-performing support leadership teams fostering a culture centered on accountability, innovation, and continual advancement.
• Deliver executive-level reports on support operations, customer outcomes, and transformation progress.

Candidate Requirements

• Minimum of five years in customer support-related roles, with at least three years in senior leadership within a software company.
• Demonstrated skill in scaling support operations and leading operational transformation projects.
• Deep understanding of service management, support metrics, incident resolution, and continuous improvement.
• Proven ability to enhance operational efficiency through automation, AI technology implementation, analytics, and process improvements.
• Experience in building or expanding premium support, customer success, or technical account management programs.
• Strong partnership experience with engineering and product teams to promote software quality enhancements.
• Experience leading distributed, international support teams and managing global operations.
• Excellent analytical capabilities to interpret operational data, detect trends, and effectively communicate findings to executive leadership.
• Outstanding leadership, communication, negotiation, and stakeholder management competencies.
• Executive presence enabling effective representation of support functions to clients and top management.
• Familiarity with AI-powered support platforms, automation solutions, and modern customer service technologies.
• Knowledge of ITIL, HDI, or equivalent service management frameworks is advantageous.
• Preferred experience supporting regulated sectors, government entities, or critical software environments.

Benefits and Additional Information

• Competitive total annual compensation ranging approximately between $150,000 and $185,000.
• Fully remote position with flexibility across Canada and eligible locations.
• Extensive medical, dental, and vision insurance coverage starting from the first day of employment.
• Paid vacation and personal days to promote work-life balance.
• Employee stock ownership plans and retirement savings match programs.
• Variety of lifestyle rewards and employee-oriented perks.
• Engagement with cutting-edge AI technologies to lead large-scale operational change.
• Strong prospects for professional growth within a collaborative and innovative culture.
• Ability to guide customer experience strategies and influence business objectives at the executive level.
• Opportunity for required travel to support clients and business initiatives.