VP, Technical Support

About the Team 

Technical Support provides a crucial link between our customers and internal teams. The Technical Support organization at Outreach is a group of customer obsessed individuals with deep technology support and customer facing expertise. They advocate for enhancement and process solutions that better the Outreach experience at large. With 80+ employees Globally, the Technical Support team drives excellence in service delivery for our growing customer base.  

The Role 

We are looking for a dynamic and experienced Vice President of Technical Support to lead and transform our Global Support function. This role will oversee all aspects of our Technical Support function, ensuring the highest level of customer satisfaction. You will drive strategic initiatives to optimize our support processes, improve product knowledge and enhance support technology to ensure our customers receive timely, effective solutions. This leadership role will report into our SVP of Engineering and partner closely with multiple orgs including Product, Engineering, Customer Success, Sales, etc.  

Location  

We are open to considering remote, US-based applicants. For individuals based where we have offices (Seattle or Atlanta), we would prefer this person to be hybrid to have an office presence.  

• Lead, mentor and develop a 24x7 Global technical support team of managers, engineers, and specialists. 

• Enhance and execute a comprehensive technical support strategy aligned with the company’s objectives, customer needs and industry best practices. 

• Establish key performance indicators (KPIs) and measurable goals for the department, ensuring accountability and continuous improvement. 

• Refine customer feedback mechanisms to inform product development, process improvements and service quality.  

• Oversee the development and implementation of support systems, tools and knowledge management solutions.  

• Act as a bridge between customer-facing teams and internal stakeholders, translating technical issues into actionable insights for product and development teams. 

• Create a connected, motivated and performance driven technical support organization who understands their mission and the importance of their work.  

• 15+ years of experience building and leading Technical Support organizations 

• Proven experience managing Global teams and large-scale customer support operations  

• Exceptional leadership, coaching and mentoring skills with a focus on team development  

• Deep understanding of technical support best practices, including service methodologies, technical troubleshooting and incident management.  

• Executive presence to work cross-functionally and with top enterprise customers.  

• Strong background in implementing and optimizing technical support processes, tools and systems.  

• Proficiency with support platforms, ticketing systems and CRM tools, along with a passion for technology and software products/platforms  

The annual base salary range for this role is $175,000 - $280,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.