Vice President, Global Customer Support

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Oversee the worldwide Customer Support organization and foster a high-performance culture.

• Create and uphold operational performance management focusing on service levels, backlog health, resolution performance, escalations, workforce productivity, and continuous improvement.

• Conduct operational reviews that assess customer outcomes, service delivery, resource utilization, and support efficiency.

• Formulate and implement a global support strategy aimed at scalable growth, customer satisfaction, service quality, and operational efficiency.

• Develop and enhance a cohesive support operating model across various products, regions, and customer segments.

• Enhance resolution times, service performance, customer effort, and overall operational effectiveness.

• Collaborate with Product, Engineering, Cloud Operations, and Customer Success to expedite issue resolution and eliminate recurring challenges.

• Transform customer insights, feedback, and operational data into enhancements for products, services, and experiences.

• Promote the adoption of AI, automation, knowledge management, and self-service capabilities.

• Cultivate leadership skills, succession plans, and career development pathways.

• Direct workforce planning, investment strategies, and budget management.

• Act as the executive voice of the customer to influence strategic priorities.

⛳️ Requirements

• Proven track record of leading large-scale global customer support, customer experience, or service operations within SaaS, enterprise software, or technology industries.

• Demonstrated ability to achieve measurable improvements in customer satisfaction, operational performance, and organizational effectiveness.

• Strong proficiency in operational leadership, service management, workforce planning, and business transformation.

• Experience in building high-performing teams and nurturing leaders across diverse regions and functions.

• Proven capability to influence executive stakeholders and foster alignment across complex organizations.

• Familiarity with implementing self-service, automation, knowledge management, and AI-driven solutions.

• Strong commercial and financial insight with experience in managing budgets, investments, and organizational resources.

• Data-oriented mindset with exceptional analytical and decision-making skills.

• Excellent communication and stakeholder management abilities.

• Experience leading support organizations within a multi-product cloud software environment.

• Knowledge of contemporary customer support platforms, service operations frameworks, and customer experience methodologies.

• Experience utilizing customer insights to shape product strategy, service design, and business priorities.

• Relevant certifications in leadership, service management, operational excellence, or change management.

• Experience in spearheading large-scale transformation and change initiatives.

🏝️ Benefits

• Flexible working arrangements.

• Supportive and inclusive company culture.

• Opportunities for learning, growth, and international career development.

• Chance to transform a vital global function and influence the future of customer support.