Vice President, Customer Support

This role leads and transforms global customer support operations, driving exceptional service delivery across multiple products in a fast-paced SaaS environment. It owns the strategy and execution of a multi-year roadmap focused on operational excellence, workforce engagement, digital innovation, and cross-functional collaboration. With deep expertise in support platforms, customer experience, and performance management, the leader will shape scalable, data-driven support models that elevate both employee and customer satisfaction. As a senior voice in the organization, this role plays a critical part in influencing executive decisions, managing escalations, and driving continuous improvement. Lead and scale global support Center of Excellence while delivering exceptional customer service across multiple products. Drive a multi-year transformation roadmap focused on people, processes, tools, and digital innovation, including AI and automation. Foster a high-performance culture through employee engagement, knowledge-sharing programs, and operational consistency. Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs improvement initiatives. Own key support KPIs, compliance, and escalation management, using data to drive performance, quality, and strategic outcomes.