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.

TheVice President of Customer Supportwill lead and scale global customer support operations for Genesys, acloud-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 inSaaS support, cloud infrastructure, multi-region operations, and AI-driven customer support solutions.

Strategic Leadership & Vision

• Define and execute acustomer-centric global support strategyaligned with the company's SaaS and cloud-based business model.
• Establish and optimizemulti-tiered support (P1-P3), self-service, and AI-powered solutionsto enhance efficiency and responsiveness.
• DriveKPIs, SLAs, and customer satisfaction metrics (CSAT, NPS, CES)to measure and improve performance.
• Ensure scalable, high-touch support operations forenterprise and SMB customers across multiple time zones.

Cloud-Based Support Operations & Process Optimization

• Oversee24/7 global support operations, ensuring rapid response times and issue resolution.
• Implement AI-driven self-service capabilities (chatbots, automation, knowledge bases) to improveFirst Contact Resolution (FCR)and reduce ticket volume.
• Optimize processes forincident management, escalation handling, and proactive problem resolutionin cloud-based SaaS environments.
• Ensurehigh availability, uptime, and compliancefor cloud-based support services, with expertise inmulti-tenant SaaS models.

Leadership & Team Development

• Recruit, mentor, and develop ahigh-performing global support team, including frontline agents, technical support engineers, and escalation specialists.
• Foster acustomer-first culturefocused on empathy, responsiveness, and continuous improvement.
• Create and implement training programs to enhanceproduct knowledge, technical expertise, and soft skillsacross the support organization.

Cross-Functional Collaboration & Customer Advocacy

• Partner withProduct, Engineering, DevOps, and Customer Success teamsto improve platform reliability, proactively address recurring issues, and enhance customer experience.
• Work closely withSales and Account Managementto support enterprise customer needs, ensuring smooth onboarding and ongoing technical support.
• Serve as acustomer advocate, leveraging feedback and data insights to drive product enhancements and long-term retention strategies.

Technology & Innovation

• Lead the adoption ofAI-powered support solutions, automation, and predictive analyticsto enhance self-service capabilities.
• Optimize help desk and CRM tools such asZendesk, Salesforce Service Cloud, Freshdesk, or similar platforms.
• Stay ahead of industry trends inSaaS support automation, cloud computing, and AI-driven customer support strategies.

• 10+ years of experience in customer support leadership roles, preferably in aglobal SaaS or cloud-based organization.
• Proven track record of managinglarge-scale, 24/7 global support operationswith multi-region coverage.
• Deep understanding ofcloud platforms (AWS, Azure, Google Cloud), multi-tenant SaaS models, and DevOps principles.
• Experience withincident management, SLA enforcement, and high-touch enterprise support.
• Strong leadership, communication, and stakeholder management skills.
• Proficiency in support and CRM platforms likeZendesk, Salesforce Service Cloud, ServiceNow, or equivalent.

• Experience implementingAI-driven customer support automation, chatbots, and proactive monitoring.
• Background inenterprise SaaS customer supportwith complex integrations and API ecosystems.
• Strong technical understanding ofcloud computing, DevOps, and security best practicesin SaaS environments.
• Experience incustomer support for high-growth or startup SaaS companies.

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

#LI-Remote

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. Visitwww.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 andveteran status, and other protected characteristics.

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