Vice President, Customer Support

Role Overview

• 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.
• 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.

Tech Stack

• Cloud

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
• Commitment matters to Vultr! 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