Chief Customer Support & API Enterprise Leader

Napster Corp.; United States; On-site; USD 180,000 - 320,000; Full time

Benefits offered by this job

Paid Time Off

401(k) Plan

Health plan

Job summary

Napster Corp is seeking a VP-level leader to own the entire support experience across consumer, B2B, hardware, and the Azure‑native API. You will set strategy, build the organization, and serve as the executive counterpart for the Microsoft relationship.

You will design the global support organization, ensure premium enterprise SLAs, and push for top‑tier incident management and post‑incident reviews, shaping a board‑ready strategy in a fast‑growing environment.

Qualifications

• 12+ years in customer support or support engineering with leadership experience.
• Experience managing managers and building a leadership team at scale.
• Deep experience owning technical or developer/API support with enterprise SLAs.
• Proven executive partner to Product, Engineering and Commercial leaders.
• Experience running distributed teams across geographies and time zones.
• Ownership of budget and build/buy/outsource decisions shaping a function.
• Calm, decisive leadership under pressure with strong communication.

Responsibilities

• Set strategy and build the support and support‑engineering function across consumer, B2B, hardware, and the Azure‑native API.
• Design operating model end to end: tiers, severity framework, escalation paths, SLAs/SLOs, incident/on‑call processes.
• Make build, buy, and outsource decisions for tooling, BPO, and contracting; invest as the company scales.
• Own the operational and quality bar for the entire function.

Skills

Leadership

Executive partnership

API support

Incident management

Budget ownership

Job description

Napster Corp is seeking a VP-level leader to own the entire support experience across consumer, B2B, hardware, and the Azure‑native API. You will set strategy, build the organization, and serve as the executive counterpart for the Microsoft relationship.

You will design the global support organization, ensure premium enterprise SLAs, and push for top‑tier incident management and post‑incident reviews, shaping a board‑ready strategy in a fast‑growing environment.