Vice President of Customer Support

AI & Digital Customer Experience Platforms
United State (Remote)
April 30, 2026
Full Time
Urgent

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Job Description

About the Organization

We are a global enterprise SaaS and AI-powered technology organization, serving thousands of enterprise customers across multiple industries, including finance, healthcare, retail, logistics, and technology. Our platforms support mission-critical operations, high-volume user environments, and complex enterprise integrations, making customer experience a core driver of long-term success.

In today’s digital economy, customer support is no longer a reactive function; it is a strategic growth engine that directly impacts retention, expansion, customer lifetime value, and brand reputation. Our organization is redefining customer support through AI-powered service delivery, automation, predictive issue resolution, and omnichannel engagement systems.

We are actively transforming our global support organization into a next-generation Customer Experience (CX) ecosystem, integrating AI-driven chatbots, intelligent ticketing systems, self-service platforms, and real-time analytics dashboards to deliver faster, smarter, and more personalized customer interactions.

The Vice President of Customer Support will lead the global support organization, responsible for building and scaling a world-class customer support infrastructure that delivers exceptional service quality, operational efficiency, and customer satisfaction at enterprise scale.

This is a senior executive leadership role requiring deep expertise in global support operations, customer experience strategy, service transformation, and large-scale team leadership.

Essential Duties and Responsibilities

  • Lead global customer support strategy, operations, and transformation initiatives across all regions.
  • Oversee multi-channel support operations, including phone, email, chat, social, and self-service platforms.
  • Drive implementation of AI-powered support systems, automation, and intelligent routing technologies.
  • Establish and manage KPIs, including CSAT, NPS, SLA adherence, first response time, and resolution time.
  • Build and optimize scalable contact center operations and support engineering teams.
  • Collaborate with Product, Engineering, and Customer Success teams to improve product usability and issue resolution.
  • Lead escalation management processes for high-priority enterprise customer issues.
  • Implement continuous improvement programs to enhance service quality and operational efficiency.
  • Develop global workforce planning strategies for support staffing, training, and capacity management.
  • Drive customer feedback loops to influence product roadmap and service enhancements.

Job Qualifications and Requirements

  • Bachelor’s or Master’s degree in Business, Customer Experience, Information Systems, or related field; MBA preferred.
  • 15+ years of experience in customer support, customer experience, or service operations leadership roles.
  • Proven experience leading large-scale, global customer support organizations.
  • Strong understanding of contact center technologies and CX platforms (Zendesk, Salesforce Service Cloud, ServiceNow, etc.).
  • Experience with AI-driven customer support tools and automation systems preferred.
  • Strong background in SaaS, enterprise software, or technology-driven environments.
  • Experience managing high-volume, multi-region support operations.

Personal Capabilities and Qualifications

  • Exceptional leadership and executive communication skills.
  • Strong customer-first mindset with focus on experience and satisfaction outcomes.
  • Data-driven decision-maker with strong analytical and operational thinking.
  • Ability to manage complex, global support environments at scale.
  • Strong crisis management and escalation handling capabilities.
  • Ability to lead and inspire large, distributed teams.

Strategic Support

  • Partner with CCO and executive leadership to align customer support strategy with enterprise growth and retention goals.
  • Provide insights into customer experience trends, support performance, and operational improvements.
  • Support product and engineering teams by delivering customer feedback and issue analytics.
  • Contribute to enterprise CX transformation initiatives through AI and automation strategies.

Working Conditions

  • Executive-level hybrid role overseeing global customer support operations.
  • High-performance environment focused on service quality, speed, and scalability.
  • Collaboration with global teams across multiple time zones and regions.
  • Occasional travel for CX strategy meetings, regional support reviews, and leadership summits.

Job Function

  • Global Customer Support Leadership
  • Customer Experience (CX) Strategy
  • Contact Center Operations Management
  • Service Delivery & Escalation Management
  • AI-Driven Support Transformation
  • Workforce & Capacity Planning

Compensation & Benefits

  • Compensation Package: $325,000 – $447,000 base + performance bonus + equity incentives
  • Comprehensive executive healthcare and wellness programs
  • Retirement and financial planning support
  • Performance-based incentives tied to CSAT, retention, and operational efficiency
  • Executive leadership development programs
  • Global career mobility and advancement opportunities

Why Join Us

  • Lead customer support for a global AI and SaaS enterprise organization.
  • Transform customer experience through AI-driven service innovation and automation.
  • Work directly with executive leadership on high-impact customer experience strategy.
  • Build and scale a world-class global support organization.
  • Shape the future of enterprise customer experience at a global scale.