We are seeking a dynamic and customer-focused Vice President of Customer Support to lead the global support organization for a rapidly growing enterprise software and cloud technology company. The organization provides advanced SaaS platforms, data infrastructure solutions, and digital transformation tools that enable businesses across finance, healthcare, retail, logistics, and technology sectors to operate more efficiently and scale their operations.
The Vice President of Customer Support will be responsible for shaping the organization’s global customer support strategy and ensuring that clients receive exceptional service across all support channels. As companies increasingly rely on cloud-based platforms and enterprise software to run mission-critical operations, high-quality customer support becomes a key differentiator in maintaining strong customer relationships and long-term retention.
This executive leader will oversee support teams responsible for resolving technical issues, managing customer inquiries, and providing proactive assistance that ensures customers are able to fully leverage the organization’s technology solutions. The Vice President of Customer Support will focus on delivering scalable support frameworks that maintain service excellence while supporting the company’s global expansion.
Working closely with the Chief Operating Officer, Chief Technology Officer, and Chief Revenue Officer, the Vice President of Customer Support will align customer support strategies with the organization’s broader customer success, product development, and operational initiatives. This collaboration will ensure that customer feedback informs product improvements and service enhancements.
The VP will lead global support operations, including technical support teams, customer service specialists, escalation management teams, and support operations staff. These teams will support enterprise clients by delivering responsive, knowledgeable, and efficient assistance across multiple communication channels, including digital support platforms, phone support, and real-time collaboration tools.
A central responsibility of the role involves improving customer experience through data-driven support insights. The Vice President of Customer Support will oversee analytics initiatives that track service performance, customer satisfaction, response times, and issue resolution effectiveness.
Another important aspect of the role involves implementing modern support technologies such as AI-driven service platforms, knowledge management systems, and automated ticket management solutions that improve support efficiency and response times.
The VP will also play an important role in strengthening collaboration between support teams, product development groups, and engineering teams. By ensuring that product issues and customer feedback are communicated effectively, the Vice President of Customer Support will help drive product improvements and service innovation.
The ideal candidate will bring extensive leadership experience in customer support management, technical support operations, or customer success leadership within global SaaS, enterprise software, or digital technology organizations. This individual must possess strong operational leadership capabilities, customer-centric thinking, and the ability to manage large global support teams.
Ultimately, the Vice President of Customer Support will play a vital role in strengthening the company’s customer relationships while ensuring that clients receive exceptional service and ongoing value from the organization’s technology solutions.
• Develop and implement the organization’s global customer support strategy.
• Oversee technical support teams responsible for enterprise customer assistance.
• Ensure high-quality service delivery across multiple customer support channels.
• Implement support performance metrics and service-level agreements (SLAs).
• Strengthen customer satisfaction and support experience programs.
• Manage escalation processes for complex customer issues.
• Collaborate with product and engineering teams to resolve technical challenges.
• Implement support technologies that improve response time and efficiency.
• Develop training programs that enhance support team expertise.
• Monitor customer feedback and support analytics to improve service performance.
• Guide regional support leaders responsible for global service operations.
• Present customer support performance insights to executive leadership.
• Bachelor’s degree in Business Administration, Information Technology, Customer Experience Management, or related field.
• MBA or advanced degree in business leadership preferred.
• 15–18+ years of progressive leadership experience in customer support or service operations.
• Minimum 8–10 years in senior leadership roles managing global support teams.
• Experience leading support organizations within SaaS, cloud technology, or enterprise software companies.
• Strong understanding of customer support technologies and CRM systems.
• Proven track record improving customer satisfaction and service performance.
• Experience implementing customer experience analytics and support automation tools.
• Strong operational management and team leadership capabilities.
• Demonstrated experience supporting enterprise-level clients.
• Customer-focused leader with a strong service excellence mindset.
• Exceptional leadership and team management capabilities.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to operate effectively in fast-paced global environments.
• Strong decision-making and escalation management capabilities.
• High level of emotional intelligence and customer empathy.
• Collaborative leadership style capable of aligning teams across departments.
• Strengthen customer experience initiatives across global support operations.
• Provide leadership with insights into customer behavior and service trends.
• Support product development teams through customer feedback insights.
• Enhance service delivery frameworks that improve customer retention and satisfaction.
• Executive leadership role within a global SaaS and enterprise cloud technology organization.
• Collaboration with customer success, engineering, product, and operations teams.
• Dynamic and fast-paced environment supporting global enterprise clients.
• Participation in executive leadership meetings and operational planning sessions.
• Occasional travel to regional offices and strategic customer engagements.
The Vice President of Customer Support is responsible for overseeing the organization’s global customer support operations and ensuring that clients receive reliable and high-quality assistance across all service channels. This role focuses on service performance management, customer satisfaction improvement, and support infrastructure development that enables the company to deliver exceptional customer experiences.
Total Compensation Package: $350,000 – $465,000
Compensation may include:
• Competitive executive base salary
• Performance-based incentive programs
• Long-term equity or leadership incentive plans
• Comprehensive health, dental, and vision insurance
• Executive retirement savings programs
• Leadership development and professional education opportunities
• Flexible work arrangements
• Paid executive leave and wellness programs
Our organization is a global leader in enterprise software and cloud innovation, delivering technology platforms that power modern businesses across industries worldwide.
As Vice President of Customer Support, you will lead the teams responsible for ensuring that customers receive exceptional service while helping organizations maximize the value of our technology solutions.
This role offers the opportunity to shape global customer experience strategies while working alongside world-class technology leaders in a fast-growing digital enterprise.
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