Vice President of Customer Support

About the Role We are seeking an experienced Vice President of Customer Support to lead a global Level 1 support organization for a finance technology company delivering SaaS solutions to financial services customers. This leader will manage approximately 50 support professionals across application support, account support, data management support, implementation support, and configuration support. The VP of Customer Support will be accountable for delivering a premium, responsive, and scalable customer support experience for tier 1 financial services organizations. The role requires strong operational discipline, deep understanding of support KPIs and SLAs, proven experience defining support contracts, and the ability to optimize Zendesk and AI-enabled workflows across a follow-the-sun global support model. Responsibilities Global Support Leadership Lead and develop a global Level 1 customer support organization of approximately 50 people across application support, account support, data management support, implementation support, and configuration support. Operate and continuously improve a follow-the-sun support model spanning the United States, Europe, APAC and South Africa Build a high-performance support culture focused on ownership, responsiveness, customer empathy, operational excellence, and continuous improvement. Ensure clear roles, responsibilities, escalation paths, and handoffs across support teams and adjacent functions. Support Operations, KPIs, and SLAs Defin