Vice President of Customer Support

The Company is seeking a VP of Customer Support to lead a significant transformation in how they engage with and support their customers. This role is pivotal in redefining the support organization's vision, particularly in the integration of AI and automation to enhance the customer experience. The successful candidate will be responsible for setting and driving the plan to modernize the support function, making strategic decisions on team structure, channels, tooling, and workflows. Operational excellence is a key focus, with the VP expected to own SLA and case-resolution performance, and to lead a team that is both technically capable and high-performing. Executive and cross-functional influence are also critical, as the role involves partnering with C-level leaders and bringing case data into product and engineering discussions to prevent issues at the source. Applicants for the VP of Customer Support position at the company must have a proven track record in leading major operational transformations within a support or service context, with a clear focus on measurable results. Senior leadership experience at a comparable scale is essential, as is the ability to influence C-level executives and peer functions. The role requires deep fluency in support metrics, performance management, and a strong, analytical, data-driven approach to decision-making. Hands-on experience in applying AI or automation to support processes, along with technical credibility, is a must. The ideal candidate will be a clear and structured communicator, capable of driving change and innovation in a fast-paced, digital environment.