How We Can Assist You
Tech / AI / Software
AVPofTechnicalSupport
“AVP of Technical Support at How We Can Assist You. Skills: technical support, technical operations, customer success leadership, global support organizations, AI-enabled support models. Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring customer outcomes and continuous improvement. Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones”
What You'll Achieve.
driving operational excellence; scalable processes; exceptional customer outcomes; consistent, high-quality experiences for enterprise customers; meet the needs of our most strategic accounts; drive meaningful impact; customer outcomes; continuous improvement; measurable impact on customer satisfaction and retention; improve efficiency; reduce case volume; enhance the customer experience
Industry & Context.
What They're Looking For.
Must Have
12–15+ years of experience in technical support, technical operations, or customer success leadership, 5+ years leading large-scale, global support organizations (300–500+ employees preferred), domain expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communications, Experience scaling enterprise or premium support programs with measurable impact on customer satisfaction and retention, Proven ability to operate in complex, high-availability environments supporting enterprise customers, command of support metrics, workforce management, and operational planning, Track record of driving transformation toward proactive, AI-enabled support models, executive communication skills and ability to influence cross-functional stakeholders
Nice to Have
Denver, CO preferred, advanced degree or certifications (ITIL, HDI) a plus
What You'll Do.
Lead day-to-day execution of the global technical support strategy across UCaaS
ensuring customer outcomes and continuous improvement
Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones
and delivery of Premium Support programs
including priority routing
and escalation frameworks
Own and improve key support KPIs including TTR
and SLA/SLO performance
Drive operational rigor and technical excellence across SIP/VoIP
and SaaS support environments
Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution
Collaborate with Sales
and Finance on support tiering
and capacity planning
Execute workforce planning
and talent development strategies to support business growth
and tooling to improve efficiency
and enhance the customer experience
Engage with strategic customers and support leadership in QBRs and escalation scenarios
How You'll Work.
Team & Collaboration
Partner closely with Product, Engineering, and Customer-facing teams; Collaborate with Sales, Customer Success, and Finance; Engage with strategic customers and support leadership in QBRs and escalation scenarios; ability to influence cross-functional stakeholders
Communication Scope
executive communication skills
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