This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Support based in the United States.
This executive leadership role offers the opportunity to define and scale a world-class support organization within a rapidly growing technology environment.
As VP, Support, you will shape the strategy, systems, and operations that drive exceptional customer experiences across integrated hardware and software solutions.
You will lead the evolution from reactive support to proactive customer success by leveraging data, automation, and operational excellence.
The role combines strategic vision, operational leadership, and cross-functional influence to improve products and customer outcomes.
You will build scalable support infrastructure, develop high-performing teams, and establish processes designed for global growth.
This is an ideal opportunity for a customer-focused leader who thrives in transformation, innovation, and high-impact environments.
Accountabilities:The VP, Support will own the support function end to end, developing the strategy, operational framework, and team capabilities required to deliver exceptional customer experiences at scale. This role requires a balance of executive leadership, operational expertise, and the ability to transform customer insights into business improvements.
- Define and execute the overall support strategy and vision across hardware and software products.
- Establish key performance metrics, reporting frameworks, and operational infrastructure to support scalable growth.
- Build and optimize contact center operations, including call routing, triage workflows, escalation processes, and support systems.
- Design operational models that support expansion into new markets and increasingly complex customer environments.
- Develop proactive support capabilities by analyzing performance data, identifying trends, and preventing customer issues before they occur.
- Lead the implementation of AI and automation solutions across support workflows, including intelligent assistance, customer service automation, and real-time interaction analysis.
- Partner with product, engineering, operations, and leadership teams to translate customer insights into product improvements and business decisions.
- Serve as a strategic advisor to leadership by connecting support operations with broader customer experience goals.
- Build, mentor, and lead a high-performing support organization focused on accountability, collaboration, and operational excellence.
- Drive continuous improvement initiatives that enhance efficiency, accuracy, and customer satisfaction.
Requirements:
The ideal candidate will be an experienced customer operations leader with a strong background in scaling support organizations, implementing technology-driven improvements, and leading teams through periods of transformation. Success in this role requires strategic thinking, operational discipline, and a deep understanding of customer experience.
- 10+ years of experience in customer service, contact center operations, product support operations, or a related field.
- 5+ years of experience in a senior leadership role managing support or customer operations functions.
- Proven experience building and leading world-class support organizations for companies with integrated hardware and software products.
- Experience establishing or managing contact center operations, including routing, triage, escalation management, and workflow design.
- Demonstrated success implementing AI and automation solutions into live support environments.
- Track record of scaling operational functions from one stage of growth to another.
- Strong strategic mindset with the ability to use data and customer insights to influence business decisions.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to operate effectively in a fast-paced, evolving environment with shifting priorities.
- Experience in startup environments and/or large multinational organizations is preferred.
- Background in customer-centric industries where support quality directly impacts brand reputation is a plus.
Benefits:
The role offers a competitive executive compensation package and a range of benefits designed to support professional growth, financial wellbeing, and work-life balance.
- Competitive base salary range of $245,000–$290,000 USD plus equity and benefits.
- Equity ownership opportunities in a fast-growing organization.
- Variable compensation opportunities aligned with performance and impact.
- Comprehensive medical, dental, and vision insurance coverage.
- 401(k) retirement plan.
- Flexible paid time off, paid sick days, and company-observed holidays.
- Up to 12 weeks of paid parental leave for bonding and additional leave for birthing parents.
- Access to advanced AI tools and company-wide training to support professional development.
- Semi-annual performance reviews focused on growth, recognition, and career progression.
- Remote work flexibility across the United States.
- Opportunity to collaborate with a global team and participate in an expanding in-person office environment.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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