VP, Customer Experience & Support Engineering

Launch Tennessee; United States; On-site; USD 200,000 - 320,000; Full time

Benefits offered by this job

Paid time off

Health plans

Wellness benefits

Parental leave

401(k) plan

Job summary

Napster Corp is seeking a VP to own the entire support experience across consumer, B2B, hardware, and the Azure-native API. You will set the strategic direction, design the operating model, and lead a world‑class team with global coverage.

You will serve as the executive partner for the Microsoft relationship and drive premium, enterprise-grade support across surfaces. You will shape strategy with product and engineering leaders, own escalation processes, and ensure CSAT/NPS and SLA targets

Qualifications

• 12+ years in customer support or customer experience with leadership experience.
• Experience building and scaling a global, multi-surface support organization.
• Deep experience owning technical and API or developer support with enterprise SLAs.

Responsibilities

• Set strategy and vision for support across consumer, B2B, hardware, and API surfaces.
• Design operating model, SLAs/SLOs, escalation paths, and on-call processes.
• Build and lead the organization, leadership layer, and global coverage.
• Own Microsoft relationship at the executive level and deliver premium, white-glove support.
• Align support with product, engineering, and partnerships; drive KPIs and outcomes.

Skills

Senior leadership

Customer support

Support engineering

API / developer support

Executive partnership

Global / follow-the-sun

Budget ownership

Job description

About Napster

Founded on the principle of democratizing access—first to music in 1999, now to creative expertise in 2026—Napster has consistently been at the forefront of transformational technology shifts that expand markets and empower users. The company’s latest platform turns passive consumers into active creators, providing the interface layer between foundation AI models and human creativity. For more information, visit napster.com.

About the role

Napster is building across one of the most exciting surfaces in AI today: consumer, B2B, hardware, and an API natively integrated with Microsoft Azure that is the most strategic relationship in the company. Few companies operate AI software, physical hardware, and a deep native cloud integration all at once at enterprise scale, and it means customers reach us across every channel, from individual consumers to enterprise teams building on the API alongside Microsoft. This role owns that experience. You will build and lead a world‑class support organization across the full surface: consumer, B2B, hardware, and the Azure‑native API. The API and the enterprise customers Microsoft brings to it are the highest‑impact part of the job, and you will own how exceptional that feels. We are looking for a VP to own the entire support experience across that surface and make it a strategic strength of the company. You will set the vision for support and support engineering, build the organization and the leaders who run it, and serve as the executive counterpart for the Microsoft relationship. The API and the enterprise customers Microsoft brings to it are the highest‑impact part of the mandate, and you will own how exceptional that feels at the executive level. This is a build. The function is young and growing fast, so we want a leader who sets strategy and still gets into the details. You will design the org and operate it, and you will be as comfortable shaping a board‑ready support strategy as you are in the room on a major escalation.

What you’ll own

Set the strategy and build the function

• Own the vision and strategy for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure‑native API.
• Design the operating model end to end: tier structure (L1 / L2 / L3), severity framework, escalation paths, SLAs and SLOs, and incident and on‑call response.
• Make the build, buy, and outsource decisions: tooling, BPO and contractor strategy, and where to invest as the company scales.
• Own the operational and quality bar for the entire function.

Build and lead the organization

• Build and develop the leadership layer that runs day‑to‑day support, and grow the team and its managers as the company scales.
• Establish a dedicated support‑engineering function for the API and a strong L2 and L3 bench.
• Design global coverage (follow‑the‑sun, and 24/7 for the API where warranted) and a staffing model that scales cleanly.
• Set the culture and the bar for hiring, onboarding, and performance across the org.

Own the Microsoft relationship at the executive level

• Serve as the executive counterpart and sponsor for support within the Microsoft partnership.
• Deliver enterprise‑grade, white‑glove support for the Azure‑native API and the customers Microsoft refers to it.
• Own premium SLAs, executive escalation bridges, incident communications, and post‑incident reviews, and make sure the experience reflects how strategic the relationship is.

Partner at the leadership table

• Operate as a peer to the Product, Engineering, and Partnerships leaders: shape priorities, build clean escalation and on‑call pipelines, and bring a real voice‑of‑customer loop into the roadmap.
• Align support with the commercial organization, Professional Services, and enterprise commitments and named accounts.
• Represent the customer and the support function in company strategy and leadership decisions.

Operate at a high bar and tie it to the business

• Own the metrics and the outcomes: response and resolution time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner‑satisfaction outcomes that support drives.
• Drive continuous improvement, automation, and self‑service deflection (help center and AI‑assisted support, which fits the product well).
• Make support a competitive differentiator and a growth lever for the company.

Who you’re

Must‑haves

• 12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through growth.
• Experience managing managers and building a leadership team, not only managing individual contributors.
• Deep experience owning technical, developer, API, or platform support with enterprise SLAs and executive‑level incident management.
• A proven executive partner: comfortable as a peer to Product, Engineering, and commercial leaders, and credible representing the company to a strategic partner like Microsoft.
• Track record running distributed teams and contractor or BPO models at scale across geographies and time zones.
• Ownership of budget and the build, buy, and outsource decisions that shape a function.
• Calm, decisive leadership under pressure, and excellent written and verbal communication for enterprise, partner, and board‑level audiences.
• A builder who sets strategy and still gets into the details, with a clear bias for action in a fast‑paced environment.

Bonus

• Experience supporting a Microsoft or Azure partnership, marketplace, or co‑sell motion, or another major cloud ecosystem.
• Hardware support experience (RMA, warranty, returns, supply chain and logistics).
• Consumer‑scale support experience alongside B2B and enterprise.
• Familiarity with AI and ML products and developer ecosystems.
• Experience standing up follow‑the‑sun or 24/7 coverage.

Benefits

• Paid Time‑Off: We offer flexible vacation time with 10 company holidays.
• Health Plans: We offer robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available
• Wellness: Access to Teladoc and an EAP
• Parental Leave: Paid leave
• Retirement Savings: Contribute pretax earnings to our 401(k) Plan

Our Culture

• Impact: Play a crucial role in our growth journey.
• Culture: Join a vibrant team valuing creativity and collaboration.
• Growth: Thrive in a fast‑paced, dynamic environment.
• Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.

Napster Corp embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.

CCPA Notice for California Job Candidates: Please review our CCPA notice at https://www.napster.ai/policy-docs/ccpa-notice-for-job-candidates