VP, Support

Accountabilities

• Own the support function end to end, developing the strategy, operational framework, and team capabilities required to deliver exceptional customer experiences at scale.
• Define and execute the overall support strategy and vision across hardware and software products.
• Establish key performance metrics, reporting frameworks, and operational infrastructure to support scalable growth.
• Build and optimize contact center operations, including call routing, triage workflows, escalation processes, and support systems.
• Design operational models that support expansion into new markets and increasingly complex customer environments.
• Develop proactive support capabilities by analyzing performance data, identifying trends, and preventing customer issues before they occur.
• Partner with product, engineering, operations, and leadership teams to translate customer insights into product improvements and business decisions.
• Serve as a strategic advisor to leadership by connecting support operations with broader customer experience goals.
• Build, mentor, and lead a high-performing support organization focused on accountability, collaboration, and operational excellence.
• Drive continuous improvement initiatives that enhance efficiency, accuracy, and customer satisfaction.

Requirements

• Experienced customer operations leader with a strong background in scaling support organizations, implementing technology-driven improvements, and leading teams through periods of transformation.
• 10+ years of experience in customer service, contact center operations, product support operations, or a related field.
• 5+ years of experience in a senior leadership role managing support or customer operations functions.
• Proven experience building and leading world-class support organizations for companies with integrated hardware and software products.
• Experience establishing or managing contact center operations, including routing, triage, escalation management, and workflow design.
• Demonstrated success implementing AI and automation solutions into live support environments.
• Track record of scaling operational functions from one stage of growth to another.
• Strong strategic mindset with the ability to use data and customer insights to influence business decisions.
• Excellent leadership, communication, and stakeholder management skills.
• Able to operate effectively in a fast-paced, evolving environment with shifting priorities.
• Experience in startup environments and/or large multinational organizations is preferred.
• Background in customer-centric industries where support quality directly impacts brand reputation is a plus.

Benefits

• Competitive executive compensation package and a range of benefits designed to support professional growth, financial wellbeing, and work-life balance.
• Variable compensation opportunities aligned with performance and impact.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan.
• Flexible paid time off, paid sick days, and company-observed holidays.
• Up to 12 weeks of paid parental leave for bonding and additional leave for birthing parents.
• Access to advanced AI tools and company-wide training to support professional development.
• Remote work flexibility across the United States.
• Opportunity to collaborate with a global team and participate in an expanding in-person office environment.