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Vice President, Product Support

Posted 5 days agoViewed

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💎 Seniority level: Vp, 10+ years

🔍 Industry: SaaS Support

🏢 Company: Appfire Technologies, LLC.

🗣️ Languages: English

⏳ Experience: 10+ years

Requirements:
  • 5+ years leading global teams.
  • Experience managing multi-product support at scale and consistently delivering high CSAT/NPS.
  • Deep familiarity with Atlassian, Salesforce, and Microsoft ecosystems preferred.
  • Expertise in support platforms like Zendesk, Jira Service Management, or Service Cloud.
  • Proven success using AI/automation to improve support workflows and efficiency.
  • Strong financial acumen with experience managing global support budgets.
  • Inspirational leadership style with a passion for building inclusive, high-performing teams.
Responsibilities:
  • Manage and evolve a distributed support organization spanning multiple time zones.
  • Deliver consistent, proactive world-class support experiences to 30,000+ customers across a diverse product portfolio.
  • Shape and evolve support strategies in step with company goals and customer expectations.
  • Apply AI/ML to automate workflows, improve time to resolution, and optimize ticket routing (L1/L2/L3).
  • Own key KPI’s, SLA’s, and support metrics.
  • Partner with Customer Success, Product, and Engineering to deliver white-glove support for strategic accounts.
  • Foster a human-first culture centered on empathy, growth, accountability, and belonging.
  • Lead Incident and Crisis Response
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