Job Details

A company is looking for an AVP of Technical Support to lead the global technical support function and drive operational excellence.Key ResponsibilitiesLead execution of the global technical support strategy across various product lines to ensure customer outcomes and continuous improvementManage a global organization of 500+ support professionals and oversee Premium Support program design and deliveryDrive improvement of key support KPIs and collaborate with cross-functional teams to enhance customer experienceRequired Qualifications12-15+ years of experience in technical support or customer success leadership5+ years leading large-scale, global support organizations (300-500+ employees preferred)Strong expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communicationsBachelor's degree required; advanced degree or certifications (ITIL, HDI) a plusProven ability to operate in complex, high-availability environments supporting enterprise customers