AVP of Technical Support

Job Summary

A company is looking for an AVP of Technical Support to lead the global technical support function and drive operational excellence.

Key Responsibilities

• Lead execution of the global technical support strategy across various product lines to ensure customer outcomes and continuous improvement
• Manage a global organization of 500+ support professionals and oversee Premium Support program design and delivery
• Drive improvement of key support KPIs and collaborate with cross-functional teams to enhance customer experience

Required Qualifications

• 12-15+ years of experience in technical support or customer success leadership
• 5+ years leading large-scale, global support organizations (300-500+ employees preferred)
• Strong expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communications
• Bachelor's degree required; advanced degree or certifications (ITIL, HDI) a plus
• Proven ability to operate in complex, high-availability environments supporting enterprise customers