VP, Customer Support (AI Startup)

Infinate Talent; Mountain View (CA); Remote; USD 150,000 - 200,000; Full time

Job summary

A leading company in the SaaS and AI industry is seeking a VP of Customer Support to design and establish their customer support functions. The ideal candidate will have a strong engineering background, exceptional leadership skills, and a proven track record of building effective support teams. Key responsibilities include managing complex customer escalations, collaborating with cross-functional teams, and contributing to strategic initiatives. This role offers opportunities for growth in a fast-paced, innovative environment.

Qualifications

• Minimum of 5 years in customer support roles in SaaS or AI.
• Strong technical background in healthcare technology.
• Proven track record in scaling support teams globally.

Responsibilities

• Design and establish global customer support function.
• Recruit and manage a high-performing support team.
• Ensure rapid response times and high-resolution quality.

Skills

Customer support principles

Team leadership

Communication

Stress management

Education

Bachelor’s degree or higher in Engineering or Computer Science

Job description

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.

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