VP, Customer Support at Appspace

Appspace

United States Remote ·1d ago

ExecutiveFull-timeAWSAzureAIML

Salary Range

$142,800 - $193,200 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a visionary support leader to lead our worldwide team at Appspace. This pivotal role reports directly to the Customer Success Leader and is responsible for scaling our global support operations and driving a superior Customer Experience (CX) that fuels retention and growth.

Key Responsibilities

→Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements and strengthen customer loyalty.
→Drive the operationalization and maturity of our Intelligent Swarming model, ensuring fast, effective, and unified global problem resolution.
→Provide inspiring and decisive leadership for a globally distributed team of support professionals.

Requirements

✓Minimum 5-7 years of experience leading large-scale, global technical support organizations within a B2B SaaS environment.
✓Proven track record of successfully blending teams, products, and processes through M&A activity.
✓Demonstrable experience implementing and maturing modern support models like Intelligent Swarming and TSIA methodology.
✓Expert user/administrator of CRM/Ticketing systems: Salesforce Service Cloud, ZenDesk, and/or ServiceNow.
✓Strong working knowledge of General Cloud Architecture (Google/AWS/Azure) and Infrastructure principles.