VP, Customer Support

Sinch • United States,

6d • $220,000 - $250,000 • Remote

About The Position

As the Vice President of Customer Support at Sinch, you will be a strategic leader responsible for leading our global customer support organization. Your mission is to create a seamless One Sinch experience across our product portfolio. You will drive operational excellence, leverage AI and data to optimize support workflows, and serve as the ultimate voice of the customer.

Requirements

• 10+ years of leadership experience in Customer Support, Technical Support, Customer Success, or Customer Experience organizations.
• 8+ years leading global, 24x7 customer support operations across multiple regions and functions.
• Proven experience managing large-scale Tier 1, Tier 2, and Tier 3 support organizations.
• Background in SaaS, CPaaS, cloud, telecommunications, enterprise software, or related technology industries.
• Demonstrated success driving customer experience improvements through CSAT, NPS, and operational excellence initiatives.
• Experience leveraging AI, automation, analytics, and self-service solutions to improve support efficiency and customer outcomes.
• Proven track record leading large-scale transformation, process improvement, and support modernization programs.
• Strong financial acumen with experience managing multimillion-dollar budgets, vendor partnerships, and technology investments.
• Deep understanding of support operations, service delivery, SLAs, workforce planning, and performance metrics.
• Experience serving as the Voice of the Customer and influencing product, operational, and business strategy.
• Proven ability to partner effectively with Product, Engineering, Sales, Customer Success, and Executive Leadership teams.
• Strong analytical, communication, and executive stakeholder management skills.
• Bachelor's degree required.

Nice To Haves

• MBA or advanced degree preferred.
• Experience supporting global enterprise customers in highly technical environments.
• Experience integrating support systems into enterprise data platforms or customer data ecosystems.
• Familiarity with CRM, ITSM, and customer support technologies such as Salesforce, Zendesk, ServiceNow, Gainsight, or similar platforms.

Responsibilities

• Build, inspire, and lead global teams across multiple support functions, including: 24x7 global customer support operations (Tier 1 through Tier 3), White-glove technical support, providing named resources to key enterprise accounts, and Support enablement, ensuring readiness for new tools, products, features, and process changes.
• Align Support roles and responsibilities across all Sinch products and brands to deliver a cohesive One Sinch experience.
• Design and implement strategies to maximize operations and leverage AI to increase self-service rates and accelerate resolution times.
• Serve as the Voice of the Customer to the Global Leadership Team (GLT). Provide regular, actionable updates on customer feedback trends, industry best practices, and ongoing customer experience (CX) improvement initiatives.
• Build and maintain strong relationships with Support partners and vendors. Develop, manage, and optimize the Support budget to ensure the highly efficient use of resources and tooling.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Variety of supplemental plans.
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive