Job description

Job Title: VP Customer Support Job ID: 90518 Location: USA/ Canada – Remote Salary: $180,000-$250,000 USD + yearly bonus + equity Overview: Our client is a fast-growing, AI-centered healthcare technology company on a mission to make life easier for independent medical practices. Their cloud-based platform brings clinical records, patient engagement and billing together in one system used by tens of thousands of clinicians. Founded over a decade ago, the company has a proven product and customer base, and still moves at the pace of a business that ships new code every day. About six months ago, leadership made a deliberate decision: the way they support customers wouldn't keep pace with their growth or speed of innovation, so they are reimagining it. Support is fully digital, already uses AI for simpler cases, and sits close to Product and Engineering. They're now hiring a VP of Customer Support to lead that transformation and turn customer service from a cost center into a genuine competitive advantage. This isn't a role for someone looking to inherit a stable support org. It's for a proven leader who has transformed an operation before, can quickly see what's working and what isn't, and has the presence to bring executives and a remote team along through significant change. Your first 90 days: • Assess the support organization across people, process and technology • Identify the bottlenecks and broken flows holding it back • Deliver a transformation roadmap to leadership, including how the balance between AI and human support should evolve What you will be doing: Lead the Transformation • Set the vision for a modern, AI-forward support organization and drive the plan to get there • Make clear, opinionated calls on team structure, channels, tooling and workflows, and explain the trade-offs • Redefine what “scale” means here: building better processes, tooling and workflows so the team gets more effective as volume grows, without a proportional cost increase Operational Excellence • Own SLA and case-resolution performance across the entire support organization • Set the standard for what great support looks like, and measure performance at the team and individual level Lead and Develop the Team • Lead and develop a team of Support Managers overseeing a remote support organization of roughly 20 people • Hold a high performance bar, raise the team's technical capability, and build career paths that retain strong people Executive and Cross-Functional Influence • Partner directly with the CPO and act as a genuine peer to Product and Engineering leadership • Bring case data into roadmap conversations, translating patterns into prioritized, evidence-backed recommendations that prevent issues at the source • Support the growth of the company's newly launched AI-powered billing product Push AI Further • Own capacity planning, tooling investment, and the evolving balance between AI-assisted and human resolution What you must have: • A track record of leading a major operational transformation in support or service, such as rolling out automation or AI, redesigning a team's operating model, or changing how a team is structured, with measurable results • Senior leadership experience at a comparable scale, with clear ownership of a support organization and its outcomes • The executive presence to influence C-level leaders and peer functions, including pushing back and driving decisions • Deep fluency in support metrics and performance management, and a strong point of view on what good support looks like • Analytical, data-driven decision making • Hands-on experience applying AI or automation to change how a support team works, and technical credibility with engineers • Clear, structured communication Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit. For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com

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Must-haves

Job Title: VP Customer Support
Job ID: 90518
Location: USA/ Canada – Remote
Assess the support organization across people, process and technology
Identify the bottlenecks and broken flows holding it back
Deliver a transformation roadmap to leadership, including how the balance between AI and human support should evolve
Lead the Transformation
Set the vision for a modern, AI-forward support organization and drive the plan to get there
Make clear, opinionated calls on team structure, channels, tooling and workflows, and explain the trade-offs
Redefine what “scale” means here: building better processes, tooling and workflows so the team gets more effective as volume grows, without a proportional cost increase
Operational Excellence
Own SLA and case-resolution performance across the entire support organization
Set the standard for what great support looks like, and measure performance at the team and individual level Lead and Develop the Team
Lead and develop a team of Support Managers overseeing a remote support organization of roughly 20 people
Hold a high performance bar, raise the team's technical capability, and build career paths that retain strong people
Executive and Cross-Functional Influence
Partner directly with the CPO and act as a genuine peer to Product and Engineering leadership
Bring case data into roadmap conversations, translating patterns into prioritized, evidence-backed recommendations that prevent issues at the source
Support the growth of the company's newly launched AI-powered billing product
Push AI Further
Own capacity planning, tooling investment, and the evolving balance between AI-assisted and human resolution
Senior leadership experience at a comparable scale, with clear ownership of a support organization and its outcomes
The executive presence to influence C-level leaders and peer functions, including pushing back and driving decisions

Nice-to-haves

Salary: $180,000-$250,000 USD + yearly bonus + equity

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