VP – Global Customer Support

VP – Global Customer Support

Requirements

• 15+ years of experience in Customer Support leadership, with a track record of leading large, global teams in fast-growing SaaS environments.
• Proven success in driving support transformation, leveraging AI and automation at scale.
• Strong operational discipline, with experience managing performance metrics and scaling support operations.
• Exceptional cross-functional collaboration skills, with the ability to influence across Product, Engineering, CX, and Sales.
• Deep understanding of customer experience best practices and technologies.
• Bold, growth mindset with a bias for action and results.
• Inspirational leader who can develop high-performing, motivated teams.
• Passion for customer success and relentless pursuit of excellence.

Responsibilities

• Design and execute a modern, scalable global support strategy that meets the needs of our enterprise customers, while driving efficiency and speed of resolution.
• Evaluate, adopt, and embed emerging technologies such as AI, automation, and predictive analytics to deflect lower-value tickets, enhance agent productivity, and improve customer satisfaction.
• Collaborate closely with Product, Engineering, CX Ops, and GTM teams to drive continuous improvement of the customer experience. Ensure a tight feedback loop from Support to Product/Engineering.
• Build operational rigor with clear KPIs focused on time to resolution, case deflection, customer effort score (CES), CSAT, and incident reduction. Drive forecasting accuracy and predictability in support volumes.
• Ensure every interaction reflects OneTrust’s commitment to customer delight. Create proactive support experiences and leverage data to anticipate customer needs before they arise.
• Lead the implementation of agentic AI solutions that augment support operations, including AI-driven knowledge bases, automated troubleshooting, and real-time translation for global reach.
• Inspire, develop, and retain a high-performing team. Build a culture of accountability, learning, and continuous improvement. Foster career growth pathways across the global support organization.
• Ensure our tools, systems, and processes can scale with OneTrust’s rapid growth and global customer base. Align with our broader velocity, quality, and predictability goals.
• Build programs that connect customer voices into our community and product ecosystem. Drive initiatives that empower customers to solve issues independently and progress their maturity.

Preferred Qualifications

• Experience working in environments undergoing rapid growth and/or transformation.
• Background in AI-driven support models and technologies.
• Familiarity with enterprise-level support operations and processes.
• Experience with self-service strategy and customer community programs.