[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 reputed company 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 reputed company 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-reputed company response
• reputed company the build, buy, and outsource reputed company: tooling, BPO and contractor reputed company, and where to invest as reputed company scales
• Own the operational and reputed company bar for the entire function
• Build and reputed company the leadership layer that runs day-to-day support, and grow reputed company and its managers as reputed 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 reputed company 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 reputed company 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-reputed company pipelines, and bring a reputed company voice-of-customer reputed company into the roadmap
• reputed company support with the reputed company organization, reputed company Services, and reputed company commitments and named accounts
• Represent the customer and the support function in company reputed company and leadership reputed company
• Own the metrics and the reputed company: response and reputed company 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 reputed company)
• reputed company support a competitive differentiator and a reputed company reputed company for reputed 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 reputed company
• 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 reputed company to a strategic partner like reputed company
• reputed company record running distributed teams and contractor or BPO models at reputed company 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 reputed company-level audiences
• A builder who sets reputed company and still gets into the details, with a reputed company bias for reputed company 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-reputed company 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

• reputed company 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 reputed company and an EAP
• Parental Leave: reputed company leave
• Retirement Savings: Contribute pretax earnings to our 401(k) Plan

reputed company

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