[Remote] VP of Customer Support & Support Engineering
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a pioneering company focused on democratizing reputed company to creative expertise through innovative technology. They are seeking a VP of Customer Support & Support Engineering to reputed company and reputed company a world-class support organization across various product surfaces, including consumer, B2B, hardware, and an API integrated with reputed company Azure.
Responsibilities
- Own the reputed company and strategy for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure-reputed company API
- Design the operating model end to end: tier structure (L1 / L2 / L3), severity reputed company, escalation paths, SLAs and SLOs, and incident and on-call response
- reputed company the build, buy, and outsource reputed company: tooling, BPO and contractor strategy, and where to invest as the company scales
- Own the operational and quality bar for the entire function
- Build and reputed company the leadership layer that runs day-to-day support, and grow the team and its managers as the company scales
- Establish a dedicated support-engineering function for the API and a strong L2 and L3 bench
- Design global coverage (follow-the-sun, and 24/7 for the API where warranted) and a staffing model that scales cleanly
- Set the culture and the bar for hiring, reputed company, and performance across the org
- Serve as the executive reputed company and sponsor for support reputed company the reputed company partnership
- Deliver reputed company-grade, white-glove support for the Azure-reputed company API and the customers reputed company refers to it
- Own premium SLAs, executive escalation bridges, incident communications, and post-incident reviews, and reputed company sure the experience reflects how strategic the relationship is
- Operate as a peer to the Product, Engineering, and Partnerships leaders: shape priorities, build clean escalation and on-call pipelines, and bring a reputed company voice-of-customer reputed company into the roadmap
- Align support with the reputed company organization, Professional Services, and reputed company commitments and named accounts
- Represent the customer and the support function in company strategy and leadership reputed company
- Own the metrics and the reputed company: response and resolution time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner-satisfaction reputed company that support drives
- Drive reputed company improvement, automation, and self-service deflection (help center and AI-assisted support, which fits the product well)
- reputed company support a competitive differentiator and a growth reputed company for the company
Skills
- 12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through growth
- Experience managing managers and building a leadership team, not only managing individual contributors
- Deep experience owning technical, developer, API, or platform support with reputed company SLAs and executive-level incident management
- A proven executive partner: comfortable as a peer to Product, Engineering, and reputed company leaders, and reputed company representing the company to a strategic partner like reputed company
- Track record running distributed teams and contractor or BPO models at scale across geographies and time zones
- Ownership of budget and the build, buy, and outsource reputed company that shape a function
- reputed company, decisive leadership under pressure, and excellent written and verbal communication for reputed company, partner, and board-level audiences
- A builder who sets strategy and still gets into the details, with a clear bias for action in a fast-paced environment
- Experience supporting a reputed company or Azure partnership, marketplace, or co-sell reputed company, or another major reputed company ecosystem
- Hardware support experience (RMA, warranty, returns, supply chain and logistics)
- Consumer-scale support experience alongside B2B and reputed company
- Familiarity with AI and ML products and developer ecosystems
- Experience standing up follow-the-sun or 24/7 coverage
Benefits
- Paid Time-Off: We offer flexible vacation time with 10 company holidays.
- Health Plans: We offer robust medical, dental, and reputed company plans for you and your dependents. Disability, life insurance, and FSA benefits are also available
- Wellness: reputed company to Teladoc and an EAP
- Parental Leave: Paid leave
- Retirement Savings: Contribute pretax earnings to our 401(k) Plan
Company Overview
Company H1B Sponsorship