(Remote) Vice President of Customer Support

About the role

The Vice President of Customer Support leads the customer support organization with full accountability for strategic direction, operational execution, service quality, customer retention, and cost-to-serve performance. This executive owns the complete support lifecycle, from first-contact ticket resolution and after-hours incident response through quality assurance, root cause analysis, workforce planning, and the delivery of premium support services for customers who require elevated engagement.

Responsibilities

• Translate company strategy into daily operating discipline, align support capacity with customer demand, and apply data, process improvement, and modern support technology to improve customer outcomes while reducing avoidable effort.
• Bring the voice of the customer into product development, advocate for software quality as a primary lever for improving customer satisfaction and reducing cost to serve, and partner with engineering to address recurring defects and systemic issues at their source.
• Lead the practical adoption of AI tools, technologies, and operating insights across Customer Support, identifying high-value use cases for AI-enabled triage, knowledge retrieval, agent assistance, case summarization, deflection, quality monitoring, and workflow automation; establish the best practices required for safe and effective adoption; and measure impact through operational metrics.
• Establish a disciplined operating cadence built around service levels, response times, resolution times, backlog management, cost per ticket, and other key support performance indicators, with accountability for sustained operational improvement.
• Build a premium support service portfolio, including Customer Success Management, targeted at the portion of the customer base that requires and will invest in elevated service. Contribute to customer retention, renewal outcomes, and lead generation for the Sales organization.
• Represent Advanced Utility Systems' support capabilities externally with customers, at industry events, and in relevant utility sector and technology community conversations.

Requirements

5 or more years of experience in customer support, customer operations, or technical services, with at least 3 years in a senior leadership role at a software company. Demonstrated track record of measurable operational improvement, including reductions in cost per ticket, improvements in CSAT or first contact resolution rate, or successful deployment of AI and automation tools in a production support environment. Experience leading operational transformation within a software support organization, including implementation of performance metrics, accountability frameworks, service level management, and continuous improvement programs. Experience building or scaling a paid premium support or Customer Success Management program, including service design, pricing, and delivery model development. Proven ability to partner with engineering or product organizations and drive software quality improvements through structured root cause analysis and cross-functional advocacy. Working knowledge of incident management and after-hours support operations, including on-call program design and post-incident review processes. Familiarity with modern AI support tooling and the operational requirements for deploying it effectively at scale. Analytical rigor with the ability to set targets grounded in data, diagnose issues at root cause, and communicate findings clearly to executive audiences. Experience managing teams in high-volume support environments with accountability for both operational metrics and customer retention outcomes. Executive presence with the ability to represent the support function credibly to customers and senior leadership.