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 implementing AI-driven customer support automation, chatbots, and proactive monitoring.
• Background in enterprise SaaS customer support with complex integrations and API ecosystems.
• Strong technical understanding of cloud computing, DevOps, and security best practices in SaaS environments.
• Experience in customer support for high-growth or startup SaaS companies.

Why Join Us?

• Lead a mission-critical function in a fast-growing global SaaS company.
• Drive AI-powered, cloud-native customer support innovations.
• Impact customer experience, satisfaction, and retention at a global scale.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.