Job Description
Strategic Leadership:
- Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives.
- Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence.
- Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction.
Customer Support:
- Oversee the global customer support organization handling billing, account management, and customer policy inquiries.
- Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling.
- Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption.
Operational Excellence:
- Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions.
- Establish a scalable 24×7 global coverage model with tiering and efficient on-call management.
- Partner closely with Finance to forecast headcount, budget, and productivity improvements.
About Vultr
Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world.