VP, Customer Support
About the role
About Appspace
At Appspace, we're passionate about creating better work experiences for people everywhere. Our global office locations and flexible work culture help you work wherever and however you're at your best. We take the time to help you enjoy your work, build lasting connections, and grow your role.
Your Role as VP, Customer Support
We are 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.
Key Responsibilities
- Customer Experience & Relationship Building: Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements. Champion a culture of proactive, empathetic, and relationship-focused support. Act as a key stakeholder in the Customer Success organization, ensuring seamless collaboration with Sales, Engineering, and Product teams.
- Operational Excellence & Modern Practices: Drive the operationalization and maturity of our Intelligent Swarming model. Leverage TSIA and other leading industry best practices to define, measure, and optimize support KPIs. Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service channels, knowledge management, and community engagement.
- 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. Foster continuous learning, career development, and a highly engaged work environment.
Requirements
- Minimum 5-7 years of experience leading large-scale support teams