VP, Customer Support

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Summary:

The Vice President of Customer Support will lead and scale global customer support operations for Genesys, a cloud-based SaaS company, ensuring seamless and proactive customer experiences. This strategic leader will drive operational excellence, optimize processes, implement AI-driven automation, and collaborate cross-functionally to enhance customer satisfaction, retention, and loyalty. The ideal candidate has deep expertise in SaaS support, cloud infrastructure, multi-region operations, and AI-driven customer support solutions.

Key Responsibilities:

Strategic Leadership & Vision

• Define and execute a customer-centric global support strategy aligned with the company’s SaaS and cloud-based business model.
• Establish and optimize multi-tiered support (P1-P3), self-service, and AI-powered solutions to enhance efficiency and responsiveness.
• Drive KPIs, SLAs, and customer satisfaction metrics (CSAT, NPS, CES) to measure and improve performance.
• Ensure scalable, high-touch support operations for enterprise and SMB customers across multiple time zones.

Cloud-Based Support Operations & Process Optimization

• Oversee 24/7 global support operations, ensuring rapid response times and issue resolution.
• Implement AI-driven self-service capabilities (chatbots, automation, knowledge bases) to improve First Contact Resolution (FCR) and reduce ticket volume.
• Optimize processes for incident management, escalation handling, and proactive problem resolution in cloud-based SaaS environments.
• Ensure high availability, uptime, and compliance for cloud-based support services, with expertise in multi-tenant SaaS models.

Leadership & Team Development

• Recruit, mentor, and develop a high-performing global support team, including frontline agents, technical support engineers, and escalation specialists.
• Foster a customer-first culture focused on empathy, responsiveness, and continuous improvement.
• Create and implement training programs to enhance product knowledge, technical expertise, and soft skills across the support organization.

Cross-Functional Collaboration & Customer Advocacy

• Partner with Product, Engineering, DevOps, and Customer Success teams to improve platform reliability, proactively address recurring issues, and enhance customer experience.
• Work closely with Sales and Account Management to support enterprise customer needs, ensuring smooth onboarding and ongoing technical support.
• Serve as a customer advocate, leveraging feedback and data insights to drive product enhancements and long-term retention strategies.

Technology & Innovation

• Lead the adoption of AI-powered support solutions, automation, and predictive analytics to enhance self-service capabilities.
• Optimize help desk and CRM tools such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar platforms.
• Stay ahead of industry trends in SaaS support automation, cloud computing, and AI-driven customer support strategies.

Qualifications & Requirements:

• 10+ years of experience in customer support leadership roles, preferably in a global SaaS or cloud-based organization.
• Proven track record of managing large-scale, 24/7 global support operations with multi-region coverage.
• Deep understanding of cloud platforms (AWS, Azure, Google Cloud), multi-tenant SaaS models, and DevOps principles.
• Experience with incident management, SLA enforcement, and high-touch enterprise support.
• Strong leadership, communication, and stakeholder management skills.
• Proficiency in support and CRM platforms like Zendesk, Salesforce Service Cloud, ServiceNow, or equivalent.

Preferred Qualifications:

• Experience im