A Little About the Role

As the VP, Customer Support, you will own the strategy, structure, and performance of our support organization, including Tier 1 Support (Billing and Payments as well as general functional support) and Technical Services, our team that triages and resolves more complex, technical issues in close partnership with Engineering. This role exists to ensure customers get fast, accurate help regardless of whether their issue is a billing question or a technical escalation, and to build a support organization that hits its KPIs consistently while getting measurably more efficient over time. You bring a clear point of view on what good support looks like - the metrics that matter, the staffing and workflow design that supports them, and the discipline to hit targets - and you are comfortable using AI as a core lever to get there, not an afterthought. We use Intercom's Fin AI and Zoom Contact Center today, and are actively evaluating AI voice agents for our contact center; you will own that roadmap, from evaluating what's next to piloting and scaling it. You will partner closely with Engineering on technical escalations, with the Chief Customer Officer and peer CS/Operations leaders on the end-to-end customer experience, and with Finance and vendors on the budget and tooling decisions that keep the function scalable.

What you'll do:

• Own the end-to-end strategy, structure, and performance of Tier 1 Support (including Billing and Payments) and Technical Services, ensuring clear ownership and a clean hand-off between functional and technical issues.
• Set and be accountable for KPI and SLA targets - CSAT, first contact resolution, average handle time, response and resolution times, backlog/queue health, and escalation rates - with regular reporting and corrective action planning.
• Lead, hire, and develop the leaders and managers running Tier 1 Support and Technical Services, building a scalable leadership structure as volume and complexity grow.
• Serve as the primary Support partner to Engineering for triage and escalation of complex technical issues, ensuring a clear feedback loop, defined severity/escalation criteria, and follow-through to resolution.
• Own the roadmap for AI adoption across the support stack - including deepening use of Intercom's Fin AI for deflection and resolution, optimizing Zoom Contact Center, and evaluating new tools - with clear metrics tying AI investment to support outcomes and cost-to-serve.
• Own the strategy and execution plan for introducing AI voice agents into the contact center experience, from vendor evaluation and pilot design through scaled rollout, in partnership with IT/Engineering as needed.
• Build and maintain staffing models and volume forecasts (including seasonality) that reflect both headcount and AI-driven capacity, and use them to plan hiring and shift coverage.
• Own budget, headcount planning, and vendor relationships/contracts for support and contact center tooling.
• Build executive-level dashboards and reporting that give leadership visibility into support performance, AI-driven productivity gains, and cost-to-serve trends.
• Partner with Product and Engineering to advocate for fixes and improvements that reduce avoidable contact volume, and ensure support readiness ahead of product releases.
• Partner with Customer Success, Onboarding, and Professional Services leadership to ensure a consistent customer experience across the full lifecycle.
• Present support strategy, budget, KPI performance, and improvement initiatives to executive leadership.
• Foster a culture of accountability, service excellence, and continuous improvement, including genuine enthusiasm for adopting new AI-driven ways of working.
• Stay current on emerging AI and automation trends in customer support and proactively bring recommendations forward.
• Performs additional responsibilities as needed to support shared business objectives.

Our ideal candidate will have:

• A clear, well-formed point of view on what good support looks like, backed by a track record of building or running high-performing support organizations against real KPI targets.
• Experience leading both functional/non-technical support (billing, payments, account administration) and more technical triage or escalation functions.
• Comfortable partnering directly with Engineering on technical escalations, bug triage, and prioritization.
• Hands-on experience with modern support and contact center platforms; direct experience with Intercom (Fin AI or a comparable AI agent) and a contact center platform such as Zoom Contact Center strongly preferred.
• Experience implementing or piloting AI voice agents in a contact center environment - or, at minimum, a strong point of view and genuine willingness to lead that initiative from scratch.
• Strong analytical skills, with the ability to build and interpret KPI dashboards and translate data into staffing, process, or tooling decisions.
• Experience owning a budget, vendor relationships, and tooling/procurement decisions.
• Excellent written and verbal communication skills, including experience reporting to executive leadership.
• Proven people leadership experience, ideally managing leaders or managers of managers.
• Comfort operating in a fast-changing environment, balancing the efficiency gains AI offers with maintaining a high-quality customer experience.
• Bachelor's degree preferred, or equivalent relevant experience.
• 8+ years' of experience in customer support or service leadership within a SaaS or technology environment.
• 5+ years' of experience leading leaders or managers of managers, including building and developing a leadership team.
• Direct experience with AI-driven support tools (chatbots or AI agents, e.g., Intercom Fin AI) required.
• Experience with contact center platforms (Zoom Contact Center or similar) preferred.
• Experience piloting or deploying AI voice agents a strong plus.
• Experience supporting billing, payments, or other functional/account-related support workflows a plus.

Physical Requirements:

• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• Occasional travel may be required for this position

Salary

$155,000 - $210,000/year DOE

Location

This position can be based in our Denver, CO or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.