VP, Global Customer Support

What you'll do

• Set multi-year global support strategy, own the support P&L, and establish service standards and performance metrics.
• Lead and develop a 150+ person organization across five locations and build an AI-first support model, including platform selection, agent deployment, and governance.
• Drive support’s contributions to retention and growth, multi-product service quality, and product feedback through partnerships across the company.

What they ask for

• 12+ years in customer support, service, or CX leadership, including 5+ years managing managers in high-growth B2B SaaS.
• Experience leading global support or CX organizations of 150+ people across multiple geographies, with full budget or P&L ownership.
• Demonstrated deployment of AI support technologies at scale, including hands-on experience selecting and rolling out modern AI support platforms.
• Deep understanding of AI agent architecture and experience supporting complex, multi-product SaaS environments.

Nice to have

• Experience in legal tech, professional services SaaS, or another high-trust, regulated vertical.
• Experience in hypergrowth environments and building feedback loops from support into product roadmaps.

Pay

$261,200 to $485,000 (USD, OTE total pay; base salary plus variable compensation at 100% attainment)

Tools

Maven AI, Decagon, Sierra, Intercom Fin, Claude, Salesforce Service Cloud, Talkdesk, Looker

AI focus

Lead the shift to AI-first support: deploy and govern AI voice and chat agents, build AI-assisted agent tools, and set standards for accuracy, compliance, escalation, and human oversight.