VP, Global Support

📋 Description

• Define and execute the global customer support strategy aligned with growth and retention goals.
• Lead, mentor, and scale distributed support teams across EMEA, Americas, and APAC, including
• Own KPIs such as CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection rates.
• Foster a customer-first culture with focus on resolution quality and continuous improvement.
• Oversee offshore team development and governance to ensure consistent service levels.
• Partner with Product and Engineering to surface trends and drive systemic issue resolution.

🎯 Requirements

• 10+ years in customer support or success with at least 4 years in senior leadership managing global
• Proven track record in standing up or scaling offshore support operations from strategy to
• Deep functional knowledge of Microsoft 365 platform and enterprise use cases (Exchange Online
• Experience leading B2B SaaS support organizations with multi-tenant architectures.
• Strong budgeting, vendor management, and multi-site operations across time zones.
• Data-driven decision making with ability to report to C-suite stakeholders; strong analytical

🎁 Benefits

• Global impact, offshore and onshore collaboration in a fast-growth environment.
• Opportunities to drive automation, self-service, and AI-assisted support workflows.
• Strong partnership with Product and Engineering to shape the future of MS365 support.