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Position Overview

This executive leadership role, based in Canada, is dedicated to establishing and expanding a top-tier customer support organization within a software environment. The Vice President of Customer Support takes ownership of the entire support lifecycle, comprising service operations, incident management, customer retention, and ensuring operational excellence.

Key Responsibilities

Lead the comprehensive customer support division, including technical support, customer success management, quality assurance, and operational teams.
Develop and oversee service strategies, support frameworks, escalation procedures, and define service-level goals for varied customer segments.
Manage multi-channel inbound support operations, ensuring prompt resolution, excellent customer satisfaction, and consistent service standards.
Implement and improve operational KPIs such as response and resolution times, backlog control, first-contact resolution rates, customer satisfaction, and cost efficiency.
Design and enhance after-hours support systems, incident response protocols, escalation mechanisms, and post-incident evaluations.
Collaborate with engineering and product teams to identify recurring issues, elevate software quality, and minimize defects impacting customers through root cause analysis.
Advocate for the customer viewpoint during product planning and strategic decision-making to influence future enhancements.
Promote adoption of AI-enabled support tools, including automated issue triage, knowledge bases, agent assistance, workflow automation, and intelligent case management.
Create scalable support delivery models such as regional and nearshore teams to optimize efficiency without sacrificing service quality.
Develop premium support services, inclusive of customer success initiatives and advanced service packages tailored for strategic clients.
Monitor customer health metrics, lead retention efforts, and work alongside commercial teams to pursue growth opportunities.
Recruit, mentor, and cultivate high-performance support leaders while endorsing a culture of innovation, responsibility, and continuous enhancement.
Deliver executive reporting on support metrics, customer outcomes, operational improvements, and transformation projects.

Candidate Requirements

A minimum of 5 years’ experience in customer support, operations, or technical services, including at least 3 years in a senior leadership role within software organizations.
Strong track record of scaling support operations and executing transformative operational initiatives.
Deep knowledge of service management best practices, support metrics, incident handling, and methodologies for continuous improvement.
Experience leveraging automation, AI, analytics, and process efficiencies to boost operational performance.
Proven expertise in designing or enhancing premium support, customer success, or technical account management programs.
Ability to collaborate effectively with engineering and product teams to enhance product quality.
Experience managing distributed and global support teams.
Strong analytical capabilities to interpret operational data, detect trends, and report insights to senior executives.
Excellent leadership, communication, negotiation, and stakeholder management abilities.
Executive presence enabling representation of the support function to customers and top-level management.
Familiarity with AI-driven support technologies, automation tools, and contemporary customer service platforms.
Knowledge of ITIL, HDI, or comparable service management frameworks is an advantage.
Experience in regulated sectors, public organizations, or mission-critical software environments is preferred.

Compensation and Benefits

Competitive salary ranging from 150000 to 185000 CAD annually.
Fully remote working arrangement available within Canada and approved locations.
Comprehensive medical, dental, and vision insurance starting from day one of employment.
Vacation and personal days to support work-life balance.
Employee stock ownership plans and matched retirement savings programs.
Additional lifestyle and employee-centric perks.
Access to cutting-edge AI technologies and leadership in operational transformation initiatives.
Opportunities for professional development in a collaborative, innovative workplace.
Influence on customer experience strategy and business outcomes at an executive level.
Travel requirements as necessary to support customers and business goals.

Additional Information

The hiring process is managed by a partner company, including application review and subsequent steps. This role offers an opportunity for a strategic support leader to build scalable, high-performing teams focused on delivering exceptional customer experiences.

Vice President of Customer Support