VP, Customer Support & AI Transformation

Procare Solutions; Denver, Atlanta (CO, GA); Hybrid; USD 155,000 - 210,000; Full time

Benefits offered by this job

HSA option with employer contributions

Vacation, holidays, sick days

401K with employer match

Employee Stock Purchase Plan

Disability & Life Insurance

Tuition Reimbursement

Job summary

Procare Solutions is seeking a VP of Customer Support to own the strategy, structure, and performance of Tier 1 Support and Technical Services. You will lead a scalable organization, set KPI targets, and partner with Engineering to drive improvements across billing, payments, and technical escalations.

You will own the AI roadmap, including Intercom Fin AI and Zoom Contact Center, and drive pairing of AI with human support to hit targets and improve cost-to-serve.

Qualifications

• 8+ years in customer support or service leadership within SaaS/tech
• 5+ years leading leaders or managers of managers
• Direct experience with AI-driven support tools (e.g., Intercom Fin AI) required
• Experience with contact center platforms (Zoom Contact Center or similar) preferred
• Experience piloting or deploying AI voice agents a strong plus
• Strong analytical skills; able to translate data into staffing/process decisions
• Excellent written and verbal communication; experience reporting to exec leadership
• Experience owning budget, vendor relationships, and tooling/procurement decisions

Responsibilities

• Own end-to-end strategy, structure, and performance of Tier 1 Support and Technical Services
• Set and report KPI targets and SLA metrics
• Lead and develop senior leaders and managers
• Partner with Engineering on technical escalations and triage
• Own roadmap for AI adoption across the support stack
• Oversee AI voice agents pilot and rollout plans
• Build staffing models and volume forecasts, including seasonality
• Present strategy and KPI performance to executive leadership

Skills

Leadership coaching

KPI dashboards

AI in support

Intercom Fin AI

Zoom Contact Center

Budgeting & vendor mgmt

Cross-functional collaboration

Executive communication

Education

Bachelor's degree or equivalent

Tools

Intercom

Zoom Contact Center

Job description

Procare Solutions is seeking a VP of Customer Support to own the strategy, structure, and performance of Tier 1 Support and Technical Services. You will lead a scalable organization, set KPI targets, and partner with Engineering to drive improvements across billing, payments, and technical escalations.

You will own the AI roadmap, including Intercom Fin AI and Zoom Contact Center, and drive pairing of AI with human support to hit targets and improve cost-to-serve.