Salary :
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vice President of Customer Support based in Canada.
This executive leadership role is responsible for shaping and scaling a world-class customer support organization within a software environment.
The position owns the full support lifecycle, including service operations, incident management, customer retention, and operational excellence.
You will lead strategic transformation initiatives by combining data-driven decision-making, process optimization, automation, and AI-powered support solutions.
The role has a direct impact on customer satisfaction, support efficiency, product quality, and long-term business growth.
Working closely with engineering, product, and executive teams, you will champion the customer voice and drive continuous improvement.
This is an opportunity for an experienced support leader to build high-performing teams and deliver premium customer experiences at scale.
Accountabilities:
The Vice President of Customer Support will define and execute the strategy for a global support organization, ensuring exceptional service delivery, operational discipline, and customer outcomes. This role requires strong leadership, business acumen, and the ability to transform support operations through technology, analytics, and scalable processes.
- 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.
- Develop scalable support delivery models, including regional and nearshore capabilities, to improve efficiency while maintaining service excellence.
- 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:
The ideal candidate is a strategic customer operations leader with extensive experience managing software support organizations and delivering measurable improvements in service quality, efficiency, and customer experience.
- 5+ years of experience in customer support, customer operations, technical services, or related functions, with at least 3 years in a senior leadership position within a software organization.
- 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.
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