VP of AI-Driven Customer Support Transformation (Remote)

TEEMA Group; San Francisco (CA); Remote; USD 180,000 - 250,000; Full time

Job summary

TEEMA Group is seeking a VP of Customer Support to lead a transformation in AI-driven, scalable support for a fast-growing healthcare tech company. You will align Product, Engineering, and support analytics to drive a modern, results-focused organization.

You will oversee ~20 remote managers, define channels and tooling, and balance AI with human touch to improve SLA and outcomes. This role demands strong executive presence and a proven track record of transformative leadership.

Qualifications

• Must lead major operational transformation in support or service with measurable results.
• Senior leadership experience at scale with ownership of a support organization and its outcomes.
• Executive presence to influence C-level and peer functions, including pushing back and drive decisions.
• Deep fluency in support metrics and performance management, with a strong point of view on good support.
• Analytical, data-driven decision making.
• Hands-on experience applying AI or automation to change how a support team works, and technical credibility with engineers.
• Clear, structured communication.

Responsibilities

• Lead the Transformation: set vision for a modern, AI-forward support organization and drive the plan to get there.
• Make clear, opinionated calls on team structure, channels, tooling and workflows, and explain the trade-offs.
• Redefine what scale means: build better processes, tooling and workflows as volume grows.
• Operational Excellence: own SLA and case-resolution performance across the entire support organization.
• Set the standard for great support, measure performance at team and individual levels.
• Lead and develop a remote team of Support Managers overseeing ~20 people.
• Executive and Cross-Functional Influence: partner with CPO and act as a peer to Product and Engineering leadership.
• Bring case data into roadmap conversations, translate patterns into prioritized recommendations.
• Support the growth of AI-powered billing product.
• Push AI Further: own capacity planning, tooling investment, and evolving balance between AI-assisted and human resolution.

Skills

Operational leadership

AI in support

Data-driven decisions

Executive presence

Metrics proficiency

Cross-functional influence

Job description

TEEMA Group is seeking a VP of Customer Support to lead a transformation in AI-driven, scalable support for a fast-growing healthcare tech company. You will align Product, Engineering, and support analytics to drive a modern, results-focused organization.

You will oversee ~20 remote managers, define channels and tooling, and balance AI with human touch to improve SLA and outcomes. This role demands strong executive presence and a proven track record of transformative leadership.