AVP of Technical Support
About The Position
If you’re looking to be part of what’s next in communication, you’re in the right place. At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications. This is where you and your skills come in. We’re looking for a strategic and execution-oriented AVP, Technical Support to help lead one of the most critical organizations in the company. This leader will play a key role in operating and evolving the global technical support function for RingCentral’s UCaaS, CCaaS, and AI-powered product portfolio—driving operational excellence, scalable processes, and exceptional customer outcomes. Reporting into senior leadership, you will partner closely across Product, Engineering, and Customer-facing teams to ensure our support organization delivers consistent, high-quality experiences for enterprise customers. You will also help shape and execute our Premium Support offerings, ensuring we meet the needs of our most strategic accounts. This is an opportunity for a proven leader to drive meaningful impact while helping scale a modern, AI-enabled support organization.
Requirements
- 12–15+ years of experience in technical support, technical operations, or customer success leadership
- 5+ years leading large-scale, global support organizations
- Strong domain expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communications
- Experience scaling enterprise or premium support programs with measurable impact on customer satisfaction and retention
- Proven ability to operate in complex, high-availability environments supporting enterprise customers
- Strong command of support metrics, workforce management, and operational planning
- Track record of driving transformation toward proactive, AI-enabled support models
- Strong executive communication skills and ability to influence cross-functional stakeholders
- Bachelor’s degree required
Nice To Haves
- Experience leading global support organizations of 300–500+ employees
- Advanced degree or certifications (ITIL, HDI)
Responsibilities
- Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring strong customer outcomes and continuous improvement
- Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones
- Support the design, scaling, and delivery of Premium Support programs, including priority routing, proactive monitoring, and escalation frameworks
- Own and improve key support KPIs including TTR, CSAT, NPS, FCR, and SLA/SLO performance
- Drive operational rigor and technical excellence across SIP/VoIP, telephony, and SaaS support environments
- Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution
- Collaborate with Sales, Customer Success, and Finance on support tiering, pricing models, and capacity planning
- Execute workforce planning, hiring, and talent development strategies to support business growth
- Leverage AI, automation, and tooling to improve efficiency, reduce case volume, and enhance the customer experience
- Engage with strategic customers and support leadership in QBRs and escalation scenarios
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
501-1,000 employees
