VP, Customer Support in Chicago, Illinois

Vice President Of Customer Support

Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Google, Uber, Pay Pal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

As the Vice President of Customer Support at Sinch, you will be a strategic leader responsible for leading our global customer support organization. Your mission is to create a seamless One Sinch experience across our product portfolio. You will drive operational excellence, leverage AI and data to optimize support workflows, and serve as the ultimate voice of the customer.

Primary Responsibilities

• Team Leadership & Development:
  Build, inspire, and lead global teams across multiple support functions, including:
• 24x7 global customer support operations (Tier 1 through Tier
  3).
• White-glove technical support, providing named resources to key enterprise accounts.
• Support enablement, ensuring readiness for new tools, products, features, and process changes.
• Unified Customer
  
  Experience:
  
  Align Support roles and responsibilities across all Sinch products and brands to deliver a cohesive One Sinch experience.
• Operational Efficiency & Innovation:
  Design and implement strategies to maximize operations and leverage AI to increase self-service rates and accelerate resolution times.
• Executive Advocacy:
  Serve as the Voice of the Customer to the Global Leadership Team (GLT). Provide regular, actionable updates on customer feedback trends, industry best practices, and ongoing customer experience (CX) improvement initiatives.
• Vendor & Budget Management:
  Build and maintain strong relationships with Support partners and vendors. Develop, manage, and optimize the Support budget to ensure the highly efficient use of resources and tooling.

Cross-Functional Partnerships

To succeed in this role, you will partner closely with key internal stakeholders to drive continuous improvement:

• With Product Operations:
  Ensure Support teams are fully educated and equipped with the right tooling for both the existing product portfolio and new releases. Channel customer feedback directly into the product roadmap to drive best-in-class user experience.
• With Regional Sales Leaders:
  Partner to deliver a One Sinch experience during the customer lifecycle and identify strategic growth and cross-sell opportunities with existing clients.
• With Transformation & Data:
  Drive the integration of Support tools with the enterprise data fabric. Co-create, report on, and meet defined milestones for our customer experience transformation journey.
• With Platform Engineering:
  Incorporate direct customer feedback into dashboard roadmaps. Collaborate to design and deploy robust self-service features that improve customer experience.

Key Performance Indicators (KPIs)

Your success will be measured against the following key metrics:

• Financial Metrics:
• Support OPEX management
• Return on Investment (ROI) for support tooling and AI investments
• Performance Metrics:
• Customer experience scores (CSAT & NPS)
• Response and resolution times
• Support request deferral rate (driven via AI and self-service)

Requirements

• 10+ years of leadership experience in Customer Support, Technical Support, Customer Success, or Customer Experience organizations.
• 8+ years leading global, 24x7 customer support operations across multiple regions and functions.
• Proven experience managing large-scale Tier 1, Tier 2, and Tier 3 support organizations.
• Background in SaaS, CPaaS, cloud, telecommunications, enterprise software, or related technology industries.
• Demonstrated success driving customer experience improvements through CSAT, NPS, and operational excellence initiatives.
• Experience leveraging AI, automation, analytics, and self-service solutions to improve support efficiency and customer outcomes.
• Proven track record leading large-scale transformation, process improvement, and support modernization programs.
• Strong financial acumen with experience managing multimillion-dollar budgets, vendor partnerships, and technology investments.
• Deep understanding of support operations, service delivery, SLAs, workforce planning, and performance metrics.
• Experience serving as the Voice of the Customer and influencing product, operational, and business strategy.
• Proven ability to partner effectively with Product, Engineering, Sales, Customer Success, and Executive Leadership teams.
• Strong analytical, communication, and executive stakeholder management skills.
• Bachelor's degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Bachelor's degree in Business, Information Technology,…