VP, Technical Support

Global Relay • New York, NY

1d • $170,000 - $250,000

About The Position

Global Relay is seeking a transformational Vice President, Technical Support to lead and modernize a mission-critical, global support organization serving 20,000+ customers across highly regulated industries.
This is a high-impact, executive-level role based in New York City—ideal for a leader who thrives in fast-paced, high-accountability environments and is energized by building world-class customer operations at scale. You will redefine Technical Support from a reactive service function into a strategic driver of product excellence, customer retention, and competitive differentiation.
Leading a global team of 75+ (with a mandate to scale), you will partner cross-functionally with Product, Engineering, Customer Success, Sales, and Operations to deliver a seamless, proactive, and data-driven customer experience across enterprise clients, including major financial institutions.

Requirements

• 15+ years of senior leadership experience in fintech, SaaS, or enterprise technology
• Proven track record leading and scaling global support organizations (100+ preferred)
• Experience operating in high-growth, high-pressure, and highly regulated environments
• Strong executive presence with the ability to influence C-suite stakeholders and enterprise clients
• Deep expertise in organizational design, operational transformation, and change leadership
• Data-driven mindset with a focus on measurable business outcomes
• Willingness to travel globally and operate across time zones

Responsibilities

• Executive Leadership & Strategy: Set and execute a bold global vision for Technical Support, elevating it into a strategic function that directly impacts revenue retention and product innovation
• Lead a “shift-left” transformation—reducing support demand through tighter alignment with Product and Engineering, improved product quality, and expanded self-service
• Establish clear KPIs and accountability frameworks to deliver best-in-class response times, resolution, and customer satisfaction
• Build a scalable, globally consistent operating model supporting enterprise and regulated clients
• Global Team Leadership: Design and evolve a high-performing, globally distributed organization across multiple regions and time zones
• Drive operational excellence through rigorous performance management, benchmarking, and governance
• Build a culture of ownership, urgency, and customer-centricity aligned with New York–level execution standards
• Lead organizational scaling, hiring, leadership development, and succession planning
• Customer & Executive Engagement: Act as executive escalation point for key enterprise accounts
• Build trusted relationships with senior client stakeholders, reinforcing Global Relay’s position as a mission-critical partner
• Transformation & Change Leadership: Sponsor large-scale initiatives across automation, service delivery, data security, and platform migrations
• Lead global change management efforts, ensuring seamless execution and communication during transformation

Benefits

• comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance
• annual allotted vacation days, which increase based on tenure
• paid sick days
• maternity/parental leave enhanced program
• commuter benefits
• corporate bonuses
• 401(k)-retirement plan with company contribution matching
• subsidized meal program, courtesy of our in-house culinary team!

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed