Vice President of Customer Support

Accountabilities

• Define and execute the strategy for a global support organization, ensuring exceptional service delivery, operational discipline, and customer outcomes.
• Lead the overall customer support organization, including technical support, customer success management, quality assurance, and operational teams.
• Define and manage service strategies, support models, escalation frameworks, and service-level objectives across customer segments.
• Oversee inbound support operations across multiple channels, ensuring timely issue resolution, high customer satisfaction, and consistent service quality.
• Establish and improve operational metrics including response times, resolution times, backlog management, first-contact resolution, customer satisfaction, and cost-to-serve performance.
• Build and optimize after-hours support operations, incident response processes, escalation procedures, and post-incident review practices.
• Partner with engineering and product teams to identify recurring issues, improve software quality, and reduce customer-impacting defects through structured root cause analysis.
• Represent the customer perspective in product planning and strategic decision-making, ensuring customer needs influence future improvements.
• Drive adoption of AI-enabled support capabilities, including automated triage, knowledge management, agent assistance, workflow automation, and intelligent case resolution.
• Create and expand premium support offerings, including customer success programs and enhanced service packages for strategic customers.
• Monitor customer health indicators, support retention initiatives, and collaborate with commercial teams on expansion opportunities.
• Recruit, mentor, and develop high-performing support leaders while fostering a culture of accountability, innovation, and continuous improvement.
• Provide executive reporting on support performance, customer outcomes, operational improvements, and transformation initiatives.

Requirements

• Extensive experience managing software support organizations and delivering measurable improvements in service quality, efficiency, and customer experience.
• Proven experience scaling support operations and implementing operational transformation programs.
• Strong understanding of service management practices, support metrics, incident management, and continuous improvement methodologies.
• Demonstrated success improving operational performance through automation, AI adoption, analytics, and process optimization.
• Experience designing or scaling premium support, customer success, or technical account management programs.
• Ability to partner effectively with engineering and product teams to drive product quality improvements.
• Experience managing distributed teams and global support operations.
• Strong analytical skills with the ability to interpret operational data, identify trends, and communicate insights to executive stakeholders.
• Excellent leadership, communication, negotiation, and stakeholder management skills.
• Executive presence with the ability to represent support capabilities with customers and senior leadership.
• Familiarity with AI-powered support technologies, automation platforms, and modern customer service tools.
• Experience with ITIL, HDI, or similar service management frameworks is a plus.
• Experience supporting regulated industries, public sector organizations, or mission-critical software solutions is preferred.

Benefits

• Competitive annual salary range of approximately $150,000-$185,000.
• Fully remote work opportunity with flexibility across Canada and eligible locations.
• Comprehensive medical, dental, and vision benefits from the first day of employment.
• Vacation allowance and personal days to support work-life balance.
• Employee stock ownership opportunities and retirement savings matching programs.
• Lifestyle rewards and employee-focused perks.
• Opportunities to work with modern AI technologies and drive large-scale operational transformation.
• Professional growth opportunities within a collaborative and innovative environment.
• Opportunity to influence customer experience strategy and business outcomes at an executive level.
• Travel opportunities as required to support customers and business initiatives.