Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring strong customer outcomes and continuous improvement
Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones
Support the design, scaling, and delivery of Premium Support programs, including priority routing, proactive monitoring, and escalation frameworks
Own and improve key support KPIs including TTR, CSAT, NPS, FCR, and SLA/SLO performance
Drive operational rigor and technical excellence across SIP/VoIP, telephony, and SaaS support environments
Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution
Collaborate with Sales, Customer Success, and Finance on support tiering, pricing models, and capacity planning
Execute workforce planning, hiring, and talent development strategies to support business growth
Leverage AI, automation, and tooling to improve efficiency, reduce case volume, and enhance the customer experience
Engage with strategic customers and support leadership in QBRs and escalation scenarios

12–15+ years of experience in technical support, technical operations, or customer success leadership
5+ years leading large-scale, global support organizations (300–500+ employees preferred)
Strong domain expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communications
Experience scaling enterprise or premium support programs with measurable impact on customer satisfaction and retention
Proven ability to operate in complex, high-availability environments supporting enterprise customers
Strong command of support metrics, workforce management, and operational planning
Track record of driving transformation toward proactive, AI-enabled support models
Strong executive communication skills and ability to influence cross-functional stakeholders
Bachelor’s degree required; advanced degree or certifications (ITIL, HDI) a plus

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave and new parent gift boxes
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee perks and discounts program

AVP, Technical Support

Key skills