VP, Global Support – Technical Success

This is a fully remote position, open to applicants in Missouri, +4 more states.

📋 Description

• Take ownership of the comprehensive customer support journey, starting from the moment a customer reports an issue until it is resolved.

• Provide rapid and consistent resolutions on a large scale.

• Transform customer challenges into lasting solutions.

• Establish and oversee cross-functional Service Level Objectives (SLOs) in collaboration with Engineering, Product, and Services teams.

• Manage, develop, and retain a team of regional support managers and specialists across the US, Europe, and Hyderabad.

• Take responsibility for support health metrics, including Customer Satisfaction (CSAT), first response time, resolution time, and escalation rates.

• Collaborate with the Customer Support leadership team on the Staircase alert framework.

⛳️ Requirements

• 10–15 years of relevant experience in support, technical services, or leadership in customer operations.

• A bachelor's degree in a relevant discipline (or a comparable combination of education and experience).

• Proven history of successfully leading global support teams (US + India or a similar distributed model).

• Practical experience in building or scaling AI-driven support operations, including knowledge base management, AI-assisted routing, and self-service tools.

• Experience in managing escalation frameworks on a large scale.

• Strong focus on data analysis.

• Capable of creating and presenting support health dashboards, identifying trend analyses, and translating metrics into strategic actions.

🏝️ Benefits

• Fully covered medical premiums (employee-only).

• Flexible Paid Time Off (PTO).

• 401(k) retirement plan.

• Dental and vision insurance coverage.

• Options for remote work.

• $10,000 lifetime fertility stipend.

• Access to coworking spaces worldwide.

• Dedicated Recharge Holidays - one long weekend each quarter to relax and recharge.