Appspace

VP, Customer Support

Appspace

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

Tech Stack

AWSAzureCloudServiceNow

About the role

  • Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements and strengthen customer loyalty.
  • Champion a culture of proactive, empathetic, and relationship-focused support, ensuring all global interactions reflect Appspace's commitment to partnership.
  • Act as a key stakeholder in the Customer Success organization, ensuring seamless handoffs and collaboration with Sales, Engineering, and Product teams.
  • Drive the operationalization and maturity of our Intelligent Swarming model, ensuring fast, effective, and unified global problem resolution across multiple product lines (post-M&A integration).
  • Leverage TSIA and other leading industry best practices to define, measure, and optimize support KPIs, including Time-to-Resolution, Deflection Rate, and Customer Effort Score (CES).
  • Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service channels, knowledge management, and community engagement.
  • 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, creating a single, cohesive, and high-performing global unit.
  • Foster a Positive Team Influence, promoting continuous learning, career development, and a highly engaged work environment that attracts and retains top talent.

Requirements

  • Minimum 5-7 years of experience leading large-scale, global (multi-region) technical support organizations within a B2B SaaS environment.
  • Proven track record of successfully blending teams, products, and processes through M&A activity.
  • Demonstrable experience implementing and maturing modern support models (e.g., Intelligent Swarming, TSIA methodology).
  • Deep expertise with required support tools and architecture:
  • Expert user/administrator of CRM/Ticketing systems: Salesforce Service Cloud, ZenDesk, and/or ServiceNow.
  • Workflow & Tracking: JIRA or similar development tracking system.
  • Support Analytics/Insights: SupportLogic or similar AI/ML-driven support analysis tool.
  • Technical Acumen: Strong working knowledge of General Cloud Architecture (Google/AWS/Azure) and Infrastructure principles
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
  • Bonuses
  • Stock options
  • Equipment allowances
  • Wellness programs
  • Competitive salaries
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Intelligent Swarmingsupport KPIsTime-to-ResolutionDeflection RateCustomer Effort ScoreB2B SaaScloud architectureAI-driven support analysisCRM systemsticketing systems
Soft Skills
leadershipempathyrelationship managementteam influencecontinuous learningcareer developmentengagementcollaborationstrategic initiativeproblem resolution