VP, Customer Support

Your Role as a VP, Customer Support:

Are you a visionary support leader passionate about turning customer service into a competitive differentiator? Appspace is seeking a dynamic and highly experienced VP, Customer Support to lead our worldwide team. 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.

We are looking for a leader who is both deeply technical and strategically focused on people and customer relationships. You will mature our existing modern support practices (including Intelligent Swarming), significantly reduce ticket deflection through optimized self-service, and cultivate a high-performance, positive team culture globally.

A Day in the Life of an VP, Customer Support:

1. Customer Experience & Relationship Building

• Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements and strengthen customer loyalty.
• Champion a culture of proactive, empathetic, and relationship-focused support, ensuring all global interactions reflect Appspace's commitment to partnership.
• Act as a key stakeholder in the Customer Success organization, ensuring seamless handoffs and collaboration with Sales, Engineering, and Product teams.

2. Operational Excellence & Modern Practices

• Drive the operationalization and maturity of our Intelligent Swarming model, ensuring fast, effective, and unified global problem resolution across multiple product lines (post-M&A integration).
• Leverage TSIA and other leading industry best practices to define, measure, and optimize support KPIs, including Time-to-Resolution, Deflection Rate, and Customer Effort Score (CES).
• Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service channels, knowledge management, and community engagement.

3. Team Leadership & Global Integration

• Provide inspiring and decisive leadership for a globally distributed team of support professionals.
• Successfully navigate and lead the blending of support teams and processes following mergers and acquisitions, creating a single, cohesive, and high-performing global unit.
• Foster a Positive Team Influence, promoting continuous learning, career development, and a highly engaged work environment that attracts and retains top talent.

What You’ll Need:

• Minimum 5-7 years of experience leading large-scale, global (multi-region) 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 (e.g., Intelligent Swarming, TSIA methodology).
• Deep expertise with required support tools and architecture:
• Expert user/administrator of CRM/Ticketing systems: Salesforce Service Cloud, ZenDesk, and/or ServiceNow.
• Workflow & Tracking: JIRA or similar development tracking system.
• Support Analytics/Insights: SupportLogic or similar AI/ML-driven support analysis tool.
• Technical Acumen: Strong working knowledge of General Cloud Architecture (Google/AWS/Azure) and Infrastructure principles

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment