Vice President, Global Customer Experience & AI-Powered Support

Vice President, Global Customer Experience & AI-Powered Support

About the Company

Flourishing SaaS-based customer service platform

Industry
Computer Software

Type
Privately Held, Private Equity-backed

Founded
2007

Employees
5001-10,000

Categories

• SaaS
• Enterprise Software
• Customer Service
• Information Technology & Services
• Technology
• Customer Support Tools
• Tech Field Support
• Software
• Technical Support
• Telemarketing
• Call Center
• Business Management and Planning

Specialties

• help desks
• customer support
• saas
• customer community
• and customer service
• customer service
• employee service
• ai
• artificial intelligence
• contact center
• voice
• chat
• and service

Business Classifications

• SAAS
• B2B

About the Role

The Company is seeking a Vice President for Global Customer Experience and AI-Powered Support. This executive will be at the forefront of leading the transformation of the customer support organization, with a focus on defining and implementing the future of AI-powered customer experience. The role is not traditional; it involves building and governing a global, AI-orchestrated support model that integrates intelligent automation, expert human support, and premium services to enhance customer outcomes and retention. The successful candidate will be responsible for the performance and evolution of the AI-powered support model, driving key metrics such as CSAT, FCR, and SLA performance, and establishing AI quality and governance frameworks. They will also lead a large global technical support team, evolve the organization to a complexity-based, specialist-led resolution model, and own the strategy and operations of the monetized Premier support business. Applicants for this role at the company should be transformational operators with a strong background in enterprise SaaS, technology, or consulting, and a proven track record of leading large-scale transformation in customer support environments. The ideal candidate will have deep expertise in AI-powered support systems, global technical support, and knowledge operations. They must be commercially grounded, with experience in P&L management, and possess strong leadership attributes, including the ability to influence at an executive level and a customer-obsessed, AI-first approach. The role requires a leader who is both decisive and collaborative, with a focus on continuous improvement and the ability to represent the company as a thought leader in AI-powered customer experience.

Hiring Manager Title
CCO

Functions

• Operations
• Sales/Revenue