VP, Global Customer Support & AI Strategy (Remote)

Swooped; United States; Remote; USD 228,000 - 285,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Paid time off

Job summary

Swooped in the United States (Remote) is seeking a VP of Customer Support to define and execute the support strategy, operations, and service delivery for a 150-person team across email, chat, and phone.

Reporting to the Chief Commercial Officer, this executive will lead change management, partner with Product and Engineering, and deploy AI alongside human support to elevate customer experience, cost, quality, and retention.

Qualifications

• 10+ years in customer support or customer experience leadership, including at least 5 years at VP level owning a team of meaningful scale.
• Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy.
• Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build measurement discipline.

Responsibilities

• Define and execute the support strategy and operating model for a 150-person team across email, chat, and phone.
• Own the AI strategy and roadmap to augment human support and enhance customer experience.
• Partner with Product and Engineering to design the future support experience across AI, self-service, and human channels.
• Own and report on support cost, quality, and experience as connected business outcomes.
• Recruit, develop, and retain leadership talent across a geographically distributed organization.

Skills

Leadership

Change management

AI in support

Cross-functional partnership

Global team leadership

Commercial mindset

Strategic thinking

Job description

Swooped in the United States (Remote) is seeking a VP of Customer Support to define and execute the support strategy, operations, and service delivery for a 150-person team across email, chat, and phone.

Reporting to the Chief Commercial Officer, this executive will lead change management, partner with Product and Engineering, and deploy AI alongside human support to elevate customer experience, cost, quality, and retention.