Vice President, Product Support

Summary

Join Appfire as the Vice President of Customer Support, leading global support operations for 160+ products and 30,000+ customers. Oversee a 24/7 support organization, driving technical excellence and enterprise-grade service. Scale operations, achieve world-class CSAT, and shape the future of support through AI and automation. Partner with Product, Engineering, Channel, and Customer Success teams for seamless customer experiences. Foster a culture of continuous improvement and innovation, while managing budgets and key performance indicators. Build and develop a high-performing global team, providing tailored enterprise support and leading incident response.

Requirements

• 10+ years in enterprise SaaS support leadership, with 5+ years leading global teams
• Experience managing multi-product support at scale and consistently delivering high CSAT/NPS
• Expertise in support platforms like Zendesk, Jira Service Management, or Service Cloud
• Proven success using AI/automation to improve support workflows and efficiency
• Strong financial acumen with experience managing global support budgets
• Inspirational leadership style with a passion for building inclusive, high-performing teams

Responsibilities

• Lead a High-Performing Global Team
• Manage and evolve a distributed support organization spanning multiple time zones
• Deliver consistent, proactive world-class support experiences to 30,000+ customers across a diverse product portfolio
• Drive Customer Satisfaction and Reputation
• Champion exceptional service quality and responsiveness
• Maintain industry-leading CSAT and protect Appfire’s reputation for excellence
• Foster a culture of ongoing improvement and innovation
• Strategic Thinking and Leadership
• Shape and evolve support strategies in step with company goals and customer expectations
• Convert vision into focused priorities, actionable initiatives, and precise team roadmaps
• Own and drive monthly Support Key Review meetings
• Leverage AI to Transform Support
• Apply AI/ML to automate workflows, improve time to resolution, and optimize ticket routing (L1/L2/L3)
• Lead innovation in support deflection strategies and cost-efficient service delivery
• Ensure Operational Excellence
• Own key KPI’s, SLA’s, and support metrics
• Partner with Finance to manage budgets, drive capacity planning, streamline processes, and scale support without compromising quality
• Define, deliver, and track quarterly OKR's
• Provide Tailored Enterprise Support
• Partner with Customer Success, Product, and Engineering to deliver white-glove support for strategic accounts
• Ensure enterprise clients receive customized, consultative service
• Collaborate Cross-Functionally
• Close the feedback loop between customers and the product roadmap
• Facilitate resolution of recurring issues through internal partnerships and systemic improvements
• Build a World-Class Team and Culture
• Foster a human-first culture centered on empathy, growth, accountability, and belonging
• Invest in team development through mentorship, structured learning, and career mobility
• Lead Incident and Crisis Response
• Orchestrate rapid, coordinated responses to critical customer-impacting issues
• Drive post-incident reviews and root cause analysis for continuous improvement

Preferred Qualifications

• Deep familiarity with Atlassian, Salesforce, and Microsoft ecosystems
• You are dedicated to elevating client and co-worker experiences , knowing that exceptional work centers on serving others
• You adapt swiftly to new business demands , understanding that change fuels collective and individual growth
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events
• You have exceptional coaching , mentoring , and people development skills

Benefits

• Equity Incentive Program
• Remote Working Allowance: Up to INR 12,000 per year
• Voluntary tax saving options - (Voluntary Provident Fund, National Pension System)
• Appfire University: In-house Learning Experience platform
• O’Reilly for Technical Training
• INR 5,00,000 Group Medical Insurance for employees and dependents (including parents)
• Group Term Life Insurance ranges from INR 20,00,000 to INR 50,00,000
• INR 15,00,000 Personal Accident Insurance
• Free telehealth consultations
• Coverage up to INR 7,00,000 in EDLI Scheme
• 21 days paid annual leave
• Unlimited sick leave
• 10 paid public holidays annually
• 5 days Paternity Leave
• Maternity Leave as per the Maternity Benefits Act
• Crèche benefit
• Flexible work policy: Remote or from the office in Hyderabad
• Team building activities
• Volunteering
• 3 fully paid days each year to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program