Vice President of Global Customer Support

About the Company

Top cloud-based legal software provider

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2008

Employees
1001-5000

Funding
$200+ million

Categories

- Information Technology & Services
- Legal Services
- Technology
- Consulting & Qualified Services
- Legal Assistance
- Client Management
- Billing Management
- Document Automation
- CRM Solutions
- Cloud Solutions
- Software
- Legal Professionals
- Professional Services
- Agency

Specialties

- web-based software
- legal
- practice management
- law firm management software
- legal software
- cloud-based software
- time tracking
- invoicing
- case management
- software as a service
- and mobile app

About the Role

The Company is seeking a Vice President of Global Customer Support to spearhead a transformative, multi-year strategy that redefines how the organization serves its customers worldwide. This executive role is pivotal in the shift towards an AI-first support model, where the focus is on high-value, complex interactions that require human expertise, and AI agents handle routine inquiries at scale. The successful candidate will be responsible for setting the vision and strategy, owning the P&L; for global support, and aligning with the C-suite on company-wide priorities. They will lead a large, global team,



build a culture of continuous improvement, and establish support as a key driver of growth and a competitive differentiator. The role demands a seasoned leader with a proven track record in high-growth B2B SaaS environments, direct experience with AI support technologies, and a deep understanding of support operations and SaaS metrics.

Applicants for the Vice President of Global Customer Support position at the company should have a minimum of 12 years' experience in customer support, service, or CX leadership, with at least 5 years in a high-growth B2B SaaS environment. The role requires a candidate with a strong background in AI support technologies, including hands-on experience with up-to-date AI support platforms. A deep understanding of AI agent architecture and a proven ability to lead global support organizations with full P&L; ownership are essential. The ideal candidate will have a track record of driving growth, retention, and commercial contribution through support, as well as experience in hypergrowth environments and a passion for transforming legal work through AI. The role also demands exceptional executive presence, the ability to influence at all levels, and a commitment to diversity, equity, and inclusion.

Hiring Manager Title
SVP, Customer Success

Functions

- Operations

📌 Vice President of Global Customer Support (Vancouver)
🏢 Confidential
📍 Vancouver