Vice President, Customer Support

15+ years of experience in Customer Support, Technical Support, or Operations. 5+ years in executive leadership roles. Proven leadership in IaaS, PaaS, or cloud infrastructure organizations. Demonstrated success in scaling global teams and implementing automation/AI in support workflows. Strong operational mindset with deep understanding of incident management, SLAs, and support analytics. Exceptional collaboration and communication skills.

Define and execute global support strategy. Build and maintain a multi-tiered support organization. Partner with Product, Engineering, and Customer Success. Establish KPIs and OKRs for support functions. Oversee customer support for billing and account inquiries. Lead and evolve the Technical Support organization. Implement data-driven decision frameworks and dashboards. Establish a scalable 24x7 global coverage model. Represent the Support function in executive reviews.