VP, Global Support

📋 Description Define and execute the global customer support strategy aligned with growth and retention goals. Lead, mentor, and scale distributed support teams across EMEA, Americas, and APAC, including Own KPIs such as CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection rates. Foster a customer-first culture with focus on resolution quality and continuous improvement. Oversee offshore team development and governance to ensure consistent service levels. Partner with Product and Engineering to surface trends and drive systemic issue resolution. 🎯 Requirements 10+ years in customer support or success with at least 4 years in senior leadership managing global Proven track record in standing up or scaling offshore support operations from strategy to Deep functional knowledge of Microsoft 365 platform and enterprise use cases (Exchange Online Experience leading B2B SaaS support organizations with multi-tenant architectures. Strong budgeting, vendor management, and multi-site operations across time zones. Data-driven decision making with ability to report to C-suite stakeholders; strong analytical 🎁 Benefits Global impact, offshore and onshore collaboration in a fast-growth environment. Opportunities to drive automation, self-service, and AI-assisted support workflows. Strong partnership with Product and Engineering to shape the future of MS365 support.