VP, Customer Support (AI Startup), California

VP of Customer Support (Engineering Background)
Location: Remote (United States-based, with quarterly travel to Mountain View, CA)
Industry: SaaS, Startup, AI, ML, Healthtec, Healthcare

Role Overview

Design and establish the global customer support function, including workflows, ticketing systems, SLAs, escalation paths, and team infrastructure.​

Recruit, mentor, and lead a high-performing, technically proficient support team capable of addressing complex issues.​

Develop and enforce support processes that ensure rapid response times and high-quality resolutions for healthcare AI platform users.​

Collaborate cross-functionally with Engineering, Product, and Sales teams to relay customer feedback and drive continuous product improvement.​

Establish key performance indicators (KPIs) to measure support effectiveness, customer satisfaction, and team performance.​

Manage complex customer escalations with a focus on swift resolution and maintaining strong client relationships.​

Contribute to the company's strategic vision as a core member of the leadership team, ensuring the support function aligns with overall business objectives.

What We Need You To Have

An entrepreneurial mindset with a proactive approach to building and scaling support operations from the ground up.​

Exceptional stress management skills and the ability to perform under pressure in a fast-paced environment.​

A strong, resilient personality with the confidence to make tough decisions and lead a team through challenges.​

High intelligence and quick decision-making capabilities, demonstrating sound judgment in complex situations.​

A history of overcoming significant challenges and making difficult decisions with successful outcomes.​

A sense of urgency and impatience that drives rapid yet thoughtful action and results.​

Fundamental excellence in customer support principles and practices, ensuring high-quality service delivery.​

The ability to instill a sense of urgency and importance in interactions, both internally and with customers.​

A preference for working with individuals who are highly capable and can operate with autonomy, bringing expertise and innovation to the function.​

A genuine care for customers and team members, demonstrating empathy and dedication in all interactions.

Requirements 

Bachelor’s degree or higher in Engineering, Computer Science, or a related technical field.​

Minimum of 5 years of experience building and leading customer support functions in SaaS or AI-based companies.​

Strong technical background with experience in healthcare technology or AI platforms.​

Proven track record of scaling support teams and operations globally.​

Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.​

Availability to work within the 6am to 6pm PT window to accommodate global operations.​

Willingness to travel quarterly to the Mountain View, CA office.