VP of Customer Support (Engineering Background) Location: Remote (United States-based, with quarterly travel to Mountain View, CA)
Industry: SaaS, Startup, AI, ML, Healthtec, Healthcare
Role Overview - Design and establish the global customer support function, including workflows, ticketing systems, SLAs, escalation paths, and team infrastructure.
- Recruit, mentor, and lead a high-performing, technically proficient support team capable of addressing complex issues.
- Develop and enforce support processes that ensure rapid response times and high-quality resolutions for healthcare AI platform users.
- Collaborate cross-functionally with Engineering, Product, and Sales teams to relay customer feedback and drive continuous product improvement.
- Establish key performance indicators (KPIs) to measure support effectiveness, customer satisfaction, and team performance.
- Manage complex customer escalations with a focus on swift resolution and maintaining strong client relationships.
- Contribute to the company's strategic vision as a core member of the leadership team, ensuring the support function aligns with overall business objectives.
What We Need You To Have - An entrepreneurial mindset with a proactive approach to building and scaling support operations from the ground up.
- Exceptional stress management skills and the ability to perform under pressure in a fast-paced environment.
- A strong, resilient personality with the confidence to make tough decisions and lead a team through challenges.
- High intelligence and quick decision-making capabilities, demonstrating sound judgment in complex situations.
- A history of overcoming significant challenges and making difficult decisions with successful outcomes.
- A sense of urgency and impatience that drives rapid yet thoughtful action and results.
- Fundamental excellence in customer support principles and practices, ensuring high-quality service delivery.
- The ability to instill a sense of urgency and importance in interactions, both internally and with customers.
- A preference for working with individuals who are highly capable and can operate with autonomy, bringing expertise and innovation to the function.
- A genuine care for customers and team members, demonstrating empathy and dedication in all interactions.
Requirements - Bachelor's degree or higher in Engineering, Computer Science, or a related technical field.
- Minimum of 5 years of experience building and leading customer support functions in SaaS or AI-based companies.
- Strong technical background with experience in healthcare technology or AI platforms.
- Proven track record of scaling support teams and operations globally.
- Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
- Availability to work within the 6am to 6pm PT window to accommodate global operations.
- Willingness to travel quarterly to the Mountain View, CA office.