VP, Support

📋 Description

• Own the support function end to end; define metrics and scalable infrastructure.
• Build for new business; stand up a world-class contact center with routing.
• Get ahead of problems before they occur; implement monitoring and alerting.
• Implement AI and automation meaningfully; leverage AI to improve workflows.
• Be a strategic voice at the leadership table; translate signals into insights.
• Lead and develop a high-performing team; coach and drive excellence.

🎯 Requirements

• 10+ years in CX, contact center ops, or product support; 5+ years in senior leadership.
• Experience building leading support at a hardware-software company.
• Experience running contact/call center ops with routing, triage, escalation.
• Track record implementing AI and automation into support workflows.
• Proven ability to lead transformation and scale a function.
• Strong strategic instincts; data-driven with stakeholder alignment.

🎁 Benefits

• Equity & Upside — own a stake in what you’re building.
• Growth & Recognition — semi-annual reviews and career development.
• Tools That Move You Forward — AI tooling and company-wide training.
• Global Team, NYC Growing — teammates around the world with a NYC office expansion.
• Health, Dental, Vision — comprehensive medical coverage for US-based employees.
• Time Off & Parental Leave — PTO, sick days, holidays, and parental leave.