Vice President of Support

About the Role

This leadership position is for a Vice President of Support based in the United States. The role offers the chance to establish and expand a top-tier support organization within a rapidly growing technology company, covering both hardware and software solutions.

As the VP of Support, you will be responsible for shaping the support strategy, operational systems, and processes that create outstanding customer experiences. You will drive the team's evolution from reactive support models to proactive customer success by utilizing data insights, automation technologies, and operational excellence.

Key Responsibilities

• Develop and implement the overall vision and strategy for support services across integrated hardware and software products.
• Create performance indicators, reporting systems, and operational frameworks to accommodate scalable growth.
• Manage and improve contact center operations, including call routing, triage workflows, escalation handling, and other support systems.
• Design operational strategies that enable expansion into new markets and handle increasingly complex customer requirements.
• Leverage data analytics to identify trends and proactively prevent customer issues before they arise.
• Lead the adoption and integration of AI and automation technologies to enhance support workflows such as intelligent assistance, automation of customer service, and real-time analysis of interactions.
• Collaborate with product, engineering, operations, and senior leadership to convert customer feedback into product and business enhancements.
• Act as a strategic consultant to senior management by linking support operations with overall customer experience objectives.
• Build, guide, and nurture a high-performing support team centered on accountability, teamwork, and operational excellence.
• Champion initiatives for continuous process improvements that increase efficiency, accuracy, and customer satisfaction.

Required Qualifications

• At least 10 years of experience related to customer service, contact center management, product support, or related functions.
• Minimum of 5 years in senior leadership roles responsible for managing customer support or operations.
• Demonstrated expertise in establishing and leading world-class support organizations for companies offering integrated hardware and software products.
• Experience overseeing contact center operations including routing, triage, escalation, and workflow design.
• Proven success integrating AI and automation solutions into live customer support settings.
• Track record of scaling operational departments to support business growth stages.
• Strong strategic orientation with ability to analyze data and customer insights to drive business decisions.
• Excellent communication, leadership, and relationship management skills.
• Ability to thrive in fast-moving, dynamic environments with shifting priorities.
• Preferably background in startups or large multinational corporations.
• Experience in customer-centric industries where support quality affects brand reputation is a significant advantage.

Benefits

• Competitive executive salary ranging from $245,000 to $290,000 USD, plus equity and benefits.
• Opportunities for equity ownership within a rapidly growing company.
• Performance-based variable compensation aligned with impact.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement savings plan.
• Flexible paid time off including sick leave and observed holidays.
• Up to 12 weeks paid parental leave, with additional leave for birthing parents.
• Access to advanced AI tools and company-wide training programs encouraging professional development.
• Biannual performance reviews focused on growth, recognition, and career progression.
• Remote work flexibility throughout the United States.
• Collaborative global team opportunities and participation in expanding physical office locations.