VP Global Customer Support

Sapiens International; Rochelle Park (NJ); On-site; USD 180,000 - 270,000; Full time

Job summary

Sapiens International Corporation N.V. is seeking a Vice President, Global Customer Support to lead and scale the worldwide support organization. The role focuses on 24x7 service coverage, executive escalation handling, and aligning support with product and cloud strategies across regions.

The candidate will design global structures, manage budgets, and drive continuous improvement in QA and SLA performance while mentoring regional leaders and ensuring a proactive customer experience.

Qualifications

• Bachelor's degree in Computer Science, MIS, or equivalent
• 15+ years leading global support organizations
• Experience building follow-the-sun support models
• ITIL expertise; familiarity with ServiceNow is a plus
• Proven track record in scaling global support and L1/L2 operations
• Ability to partner with Cloud and Product teams to ensure support readiness

Responsibilities

• Serve as senior escalation point for customers at the executive level
• Own oversight of Global Customer Support Center operations
• Set and evolve the global customer support strategy
• Develop coverage models across product lines and time zones
• Lead regional leaders and teams to improve efficiency and quality
• Deliver ROI, innovation, and performance reporting for the function
• Build and maintain QA programs driving SLA performance
• Design global organizational structure and staffing across regions
• Coordinate resources for client expectations and workforce management
• Own budget and resourcing plans, including in-house and outsourced capacity
• Partner with Product, Engineering and Cloud teams for releases and new regions

Skills

Executive leadership

Strategic thinking

Stakeholder management

People development

Executive communication

Education

Bachelor's degree in CS or MIS

Advanced degree a plus

Tools

ServiceNow

Job description

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Title : Vice President, Global Customer Support

Location : Remote (East Coast)

Job Description:

The VP, Global Customer Support owns the strategy, operations and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO. This role is the executive escalation point for support cases and issues raised by customers, services teams and account managers, and is accountable for building a support function that scales with the business and meets tomorrow's standards for global enterprise customers.

Key Responsibilities :

• Serve as the senior escalation point of contact for Sapiens customers on all support matters, representing the voice of the customer at the executive level.
• Own oversight and direct management of the support functions that enable smooth operations of the Global Customer Support Center worldwide.
• Set the vision for and continuously evolve the global customer support strategy to meet growing business demand and rising customer expectations.
• Establish and maintain coverage models for all product lines, including cloud support, incorporating standard operating procedures and follow-the-sun models across multiple time zones.
• Provide strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, quality and value of every customer interaction.
• Deliver results against a defined scope of work, including measurable ROI, strategic innovation, performance reporting and human capital development.
• Build, implement and maintain enterprise-wide Quality Assurance (QA) programs that drive continuous improvement and consistent achievement of Service Level Agreement (SLA) performance.
• Design and maintain an effective global organizational structure, including recruiting, training, coaching, recognition, workflow design, performance standards and staffing levels across all regions.
• Coordinate analytic, strategic and technical resources to meet client expectations, and ensure a disciplined Workforce Management practice is in place, covering planning, forecasting, scheduling and real-time management of all Contact Center staff.
• Own the customer support budget and resourcing plan, including in-house and outsourced/BPO capacity, and report performance and investment priorities to executive leadership.
• Partner with Product, Engineering and Cloud teams to ensure support readiness for new releases, regions and product lines, including new L1/L2 service stand-ups.

Requirements :

• Bachelor's degree in Computer Science, MIS, or an equivalent field; advanced degree a plus.
• 15+ years leading global support organizations, including significant experience at a senior/executive management level.
• Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams.
• ITIL expertise required; familiarity with ServiceNow is a plus.
• Track record of standing up new support regions and service tiers, including L1 and L2 operations.
• Experience working closely with Cloud and Product organizations to align support readiness with product strategy.
• Demonstrated success designing and modifying support processes and coverage models to improve efficiency.
• Sound business judgment with the ability to manage shifting priorities while remaining focused, motivated and enthusiastic.
• Excellent problem-resolution capabilities and strong critical-thinking and analytical skills to isolate and resolve complex technical and operational issues.
• Executive-level interpersonal, communication and stakeholder-management skills.
• Strong organizational, multi-tasking and prioritization skills across a large, distributed organization.

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Aff…

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We Are

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers’ compensation from offices across North America, Europe, the Middle East, and Asia Pacific.

Your Recruitment Journey

We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process: