VP, Global Support

Global Support Leadership:

• Define and execute the global customer support strategy aligned with growth and retention targets.
• Lead, mentor, and grow distributed support teams across EMEA, Americas, and APAC.
• Own key performance metrics including CSAT, NPS, FCR, SLA attainment, and ticket deflection rates.

Offshore Team Development:

• Lead establishment or ongoing management of an offshore support center, including vendor evaluation and governance.
• Design and implement onboarding, training, and QA programs tailored to offshore operations.
• Ensure seamless integration between onshore and offshore teams maintaining consistent service quality.

Operational Excellence & Automation:

• Oversee support tooling strategy including CRM/ticketing, knowledge management, and AI-assisted workflows.
• Drive continuous process improvement by auditing workflows and implementing lean methodologies.
• Champion automation across the support lifecycle from intelligent routing to AI-powered chatbots.

Cross-Functional Collaboration:

• Act as voice of customer in executive forums, translating support data into strategic insights.
• Partner with Sales, Customer Success, and Professional Services for unified post-sale journey.
• Collaborate with Finance and HR on headcount planning, budget management, and org design.