VP, Customer Support

The Vice President of Customer Support will lead a global organization responsible for delivering world-class customer support across multiple domains. This executive will oversee teams managing the Application, Technical, and Performance pillars, along with Support Operations.

Requirements

• Define and execute the global support strategy aligned with company objectives.
• Partner with the SVP of Customer Support and Remote Consulting to shape long-term vision and operational excellence.
• Develop support strategy to continue high level of customer satisfaction even with growth.
• Study industry competition to maintain leading policies and offerings.
• Develop shift and location strategies to build a 24/7/365 support program.
• Create communication channels to ensure synergies across regions and with other departments.
• Ensure lessons learned from critical escalations are added into support playbooks and shared across teams.
• Partner with Cloud teams and CSRC resources to evaluate emerging technologies, performance trends, and architectural impacts on SaaS/Azure environments.
• Collaborate with product and engineering leaders to solve problems and share feedback from support cases that can influence product planning and design decisions

Benefits

• Vision
• Medical
• Life
• Dental
• 401K