Vice President, Customer SupportAbout the CompanyFast-growing, cloud-based healthcare technology company helping independent medical practices.IndustryComputer SoftwareTypePrivately HeldAbout the RoleThe Company is seeking a VP/Senior Director of Customer Support to lead the transformation of its support function into a key competitive advantage. The successful candidate will be responsible for operational excellence, including owning SLA and case-resolution performance, and building the systems, processes, and standards that ensure exceptional support. This role is not traditional;
it involves owning the full lifecycle of support cases, from capture to resolution, and using this data to drive product improvements. The VP/Senior Director will also be tasked with building and scaling a team, redefining what it means to scale in terms of processes and effectiveness,



and raising the technical bar for the team.Applicants must have 5-7 years' experience in building, leading, or scaling customer support or customer product services at a SaaS company, with a preference for those with a background in healthcare. Technical credibility is essential, as is genuine hands-on experience with AI in a support context. The role requires a proven track record of running a support function against SLAs, systematically improving performance, and partnering with product and engineering leadership to influence roadmap decisions. The ideal candidate will have a history of treating support as an end-to-end system and have experience in redesigning workflows, tooling, or operating models to support organizational growth.Hiring Manager TitleChief Product OfficerFunctions- Operations

📌 Vice President, Customer Support (Vancouver)
🏢 Recognized
📍 Vancouver