Vice President, Customer Support jobs in United States
cer-icon
Apply on Employer Site
company-logo

Vultr · 3 days ago

Vice President, Customer Support

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive
money$180K/yr - $210K/yr
date15+ years exp

Vultr is a leading cloud infrastructure provider on a mission to make high-performance cloud services accessible to enterprises and AI innovators. They are seeking a Vice President of Customer Support to lead their global support organization, focusing on optimizing customer-centric support functions and ensuring world-class reliability and responsiveness.

Artificial Intelligence (AI)Cloud ComputingCloud InfrastructureCloud StorageWeb Hosting
check
Work & Life Balance

Responsibilities

Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives
Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response
Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction
Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence
Oversee the global customer support organization handling billing, account management, and customer policy inquiries
Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling
Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption
Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters
Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams
Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis
Champion a culture of continuous improvement through problem classification, post-incident reviews, and metrics-driven process optimization
Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions
Establish a scalable 24×7 global coverage model with tiering and efficient on-call management
Partner closely with Finance to forecast headcount, budget, and productivity improvements
Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions

Qualification

Customer SupportTechnical SupportIaaS experiencePaaS experienceCloud infrastructureOperational mindsetIncident managementAutomation implementationAI in support workflowsCollaboration skillsCommunication skills

Required

15+ years of experience in Customer Support, Technical Support, or Operations, including 5+ years in executive leadership roles
Proven leadership in IaaS, PaaS, or cloud infrastructure organizations (e.g., compute, storage, networking, GPU/AI cloud, or hyperscale environments)
Demonstrated success in scaling global teams, building processes across time zones, and implementing automation and AI in support workflows
Strong operational mindset with deep understanding of incident management, SLAs, post-mortems, and support analytics
Exceptional collaboration and communication skills with technical and executive audiences

Preferred

Experience overseeing Trust & Safety, abuse management, or compliance operations is preferred

Benefits

100% company-paid insurance premiums for employee medical, dental and vision plans.
401(k) plan that matches 100% up to 4%, with immediate vesting
Professional Development Reimbursement of $2,500 each year
11 Holidays + Paid Time Off Accrual + Rollover Plan
Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year
$500 stipend for remote office setup in first year + $400 each following year
Internet reimbursement up to $75 per month
Gym membership reimbursement up to $50 per month
Company paid Wellable subscription

Company

Vultr

twittertwittertwitter
company-logo
Vultr is an AI cloud infrastructure platform offering latest generation NVIDIA GPUs and AMD CPUs and GPUs across 32 worldwide regions
dateFounded in 2014
location
West Palm Beach, Florida, USA
people-size201-500 employees
web-link
https://www.vultr.com

Funding

Current Stage
Growth Stage
Total Funding
$662M
2025-06-23Debt Financing· $329M
2024-12-18Private Equity· $333M
2014-02-20Angel

Leadership Team

leader-logo
Mike Marinescu
Chief Technology Officer
linkedin

Recent News

Refresh Miami
8+ things to know in #MiamiTech: News about data centers, LoanBud, Quantum Florida, delivery robots, Gold Coast Tech Accelerator, Seaworthy Collective, Vultr & more
2025-12-13
Inside HPC & AI News | High-Performance Computing & Artificial Intelligence
Vultr and AMD Expand AI Supercluster Collaboration
2025-12-06
Business Wire
Vultr and AMD Expand Collaboration to Drive Global AI Innovation and Scale
2025-12-02
Company data provided by crunchbase