Vice President of Customer Support

The Company is seeking a Vice President of Customer Support to build and lead its support function, establishing the strategy, operating model, service standards, and scalable processes. The role combines hands-on queue management and support-platform configuration with planning for team structure and future growth. Responsibilities include launching omnichannel support, defining escalation processes with technical teams, setting performance metrics, and developing documentation, self-service, and AI-enabled support. The leader will also use customer feedback and service data to improve the support experience and collaborate across customer-facing, operational, technical, and business functions. Candidates should have at least seven years of experience in customer support, technical support, or support operations, including three or more years in leadership, and experience building or substantially improving a support function. Hands-on support-platform configuration, omnichannel implementation, metric reporting, and setting escalation service levels with product or engineering teams are required. Practical experience applying AI to support, strong analytical and written communication skills, and the ability to develop and present business cases are also important. A bachelor’s degree is required; experience in legal or related professional services is preferred.