Vice President of Global Customer Support
Confidential
Vice President of Global Customer Support
About the Company
Top cloud-based legal software provider
Industry
Computer Software
Type
Privately Held, VC-backed
Founded
2008
Employees
1001-5000
Funding
$200+ million
Categories
- Information Technology & Services
- Legal Services
- Technology
- Consulting & Professional Services
- Legal Assistance
- Client Management
- Billing Management
- Document Automation
- CRM Solutions
- Cloud Solutions
- Software
- Legal Professionals
- Professional Services
- Agency
Specialties
- web-based software
- legal
- practice management
- law firm management software
- legal software
- cloud-based software
- time tracking
- invoicing
- case management
- software as a service
- and mobile app
About the Role
The Company is seeking a Vice President of Global Customer Support to spearhead a transformative, multi-year strategy that redefines how the organization serves its customers worldwide. This executive role is pivotal in the shift towards an AI-first support model, where the focus is on high-value, complex interactions that require human expertise, and AI agents handle routine inquiries at scale. The successful candidate will be responsible for setting the vision and strategy, owning the P&L for global support, and aligning with the C-suite on company-wide priorities. They will lead a large, global team, build a culture of continuous improvement, and establish support as a key driver of growth and a competitive differentiator. The role demands a seasoned leader with a proven track record in high-growth B2B SaaS environments, direct experience with AI support technologies, and a deep understanding of support operations and SaaS metrics. Applicants for the Vice President of Global Customer Support position at the company should have a minimum of 12 years' experience in customer support, service, or CX leadership, with at least 5 years in a high-growth B2B SaaS environment. The role requires a candidate with a strong background in AI support technologies, including hands-on experience with modern AI support platforms. A deep understanding of AI agent architecture and a proven ability to lead global support organizations with full P&L ownership are essential. The ideal candidate will have a track record of driving growth, retention, and commercial contribution through support, as well as experience in hypergrowth environments and a passion for transforming legal work through AI. The role also demands exceptional executive presence, the ability to influence at all levels, and a commitment to diversity, equity, and inclusion.
Hiring Manager Title
SVP, Customer Success
Functions
- Operations
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$198k - $275k
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- ...Vice President of Retail Operations & Course Materials About the Company Top provider of e-learning resources & textbooks Industry... ...~ mobile app ~ offline access ~ and 24/7 customer support ~24/7 customer support ~ digital content ~ e-learning...
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$10 per hour
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- ...you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists,... ...process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to...Work at officeLocal areaWorldwideFlexible hours
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Denver, CO2 days ago $239.4k - $320.2k
...where humans with agents drive customer success together. Here,... ...seeking a transformational Area Vice President, Sales, Higher Education, to... ...navigate a fast-growing, global company striving towards continued... ...Our benefits and resources support you to find balance and be...Full timeWork experience placement
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