Vice President, Customer Support
Vultr
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $180,000 - $210,000 per year
Job Level
Lead
Tech Stack
Cloud
About the role
- Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives.
- Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response.
- Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction.
- Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence.
- Oversee the global customer support organization handling billing, account management, and customer policy inquiries.
- Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling.
- Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption.
- Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters.
- Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams.
- Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis.
- Champion a culture of continuous improvement through problem classification, post-incident reviews, and metrics-driven process optimization.
- Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions.
- Establish a scalable 24×7 global coverage model with tiering and efficient on-call management.
- Partner closely with Finance to forecast headcount, budget, and productivity improvements.
- Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions.
Requirements
- 15+ years of experience in Customer Support, Technical Support, or Operations, including 5+ years in executive leadership roles.
- Proven leadership in IaaS, PaaS, or cloud infrastructure organizations (e.g., compute, storage, networking, GPU/AI cloud, or hyperscale environments).
- Demonstrated success in scaling global teams, building processes across time zones, and implementing automation and AI in support workflows.
- Strong operational mindset with deep understanding of incident management, SLAs, post-mortems, and support analytics.
- Experience overseeing Trust & Safety, abuse management, or compliance operations is preferred.
- Exceptional collaboration and communication skills with technical and executive audiences.
Benefits
- 100% company-paid insurance premiums for employee medical, dental and vision plans.
- 401(k) plan that matches 100% up to 4%, with immediate vesting
- Professional Development Reimbursement of $2,500 each year
- 11 Holidays + Paid Time Off Accrual + Rollover Plan
- Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year
- $500 stipend for remote office setup in first year + $400 each following year
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company paid Wellable subscription
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementautomationAI-driven solutionsroot-cause analysissupport analyticsKPIOKRpost-mortemsbilling managementaccount management
Soft skills
leadershipcollaborationcommunicationoperational excellenceempathycontinuous improvementproblem classificationcustomer satisfactionteam scalingcross-functional leadership