Customer Support • Lead

Who you are

You are a visionary support leader with a passion for transforming customer service into a competitive advantage. With extensive experience in customer support, you understand the importance of building strong customer relationships and creating a positive support culture. You are deeply technical and strategically focused, capable of maturing existing support practices and optimizing self-service solutions. You thrive in a global environment and are committed to fostering a high-performance team culture.

You have a proven track record of elevating customer experiences through data-driven decision-making. Your empathetic approach to support ensures that customers feel valued and understood. You are adept at using metrics to inform continuous service improvements and strengthen customer loyalty. You believe in proactive support and are dedicated to cultivating a team that embodies these values.

What you'll do

As the VP of Customer Support, you will own and elevate the end-to-end customer support experience. You will lead a worldwide team, scaling global support operations while driving a superior customer experience that fuels retention and growth. Your responsibilities will include implementing modern support practices, such as Intelligent Swarming, and significantly reducing ticket deflection through optimized self-service solutions. You will champion a culture of proactive, empathetic, and relationship-focused support, ensuring that your team is equipped to handle customer inquiries effectively.

You will collaborate closely with the Customer Success Leader and other stakeholders to align support strategies with overall business objectives. Your role will involve analyzing customer feedback and support metrics to identify areas for improvement and implement changes that enhance the customer journey. You will also be responsible for mentoring and developing your team, fostering a positive and high-performance culture that encourages growth and innovation.

What we offer

At Appspace, we provide a flexible work culture that allows you to work wherever and however you perform best. We are committed to helping you enjoy your work and build lasting connections within our team. Join us and be part of a culture that is dedicated to improving work experiences for people everywhere. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.