Vice President of Customer Support

The Company is seeking a Vice President of Customer Support to lead the strategy, operations, and execution of a large support organization across email, chat, and phone. The role will design a tiered support model, establish consistent service and quality standards, and shape personalized, proactive support experiences. The leader will set the strategy for AI and technology adoption, balancing automation with human judgment, and partner with Product and Engineering to integrate customer insights into roadmaps and launches. Responsibilities also include representing the customer voice in company strategy, managing support quality, cost, and experience, and leading a significant organizational transformation. The role will develop a strong leadership bench and align team structures, workflows, and training with measurable customer outcomes. Candidates should have at least 10 years of customer support or customer experience leadership, including five or more years at VP or equivalent level leading a sizable team. Required experience includes leading large-scale change, building tiered support models, deploying AI to improve customer experience, and connecting team capabilities and processes to measurable outcomes. Strong technical fluency and experience partnering with Product and Engineering are essential, along with commercial understanding of support’s impact on retention, expansion, and brand. Experience serving SMB customers is strongly preferred; healthcare software and distributed or global teams are advantageous.