VP of Customer Support (AI)

Location: United States

Base compensation: $228,043–$285,054 USD annually; annual bonus or commission may also be available.

Company

hirify.global provides practice-management software and tools for health and wellness clinicians, serving more than 250,000 providers.

What you will do

• Own support strategy, operations, and execution for a 150-person organization spanning email, chat, and phone.
• Design and scale tiered support across premium, scaled, and product-specific services, with clear SLA, quality, and channel handoff standards.
• Own the AI support strategy and roadmap, balancing automation with human judgment and customer warmth.
• Partner with Product and Engineering to integrate self-service, AI, and human support into the product experience and launches.
• Represent customer insights in company strategy and connect support cost, quality, experience, and commercial outcomes.
• Recruit, develop, and retain leaders while leading a significant transformation in team structure, workflows, skills, and operating habits.

Requirements

• 10+ years of customer support or customer experience leadership, including at least 5 years at VP or equivalent level owning a team of meaningful scale.
• Exceptional change-management capability and a demonstrated record of leading a transformation from strategy through implementation with measurable results.
• Ability to connect team skills, structure, and processes to customer outcomes and establish measurement discipline.
• Direct experience building tiered support models, including premium, scaled, and product- or line-of-business-specific support.
• Direct experience deploying AI in support to improve customer experience, with clear judgment about where automation helps and where it does not.
• Strong technical fluency and experience partnering with Product and Engineering, including on new product launches.
• Commercial mindset with an understanding of support’s connection to retention, expansion, and brand.
• Curiosity, bias to action, and the ability to form a point of view quickly and execute.

Nice to have

• SMB customer base experience strongly preferred.
• Healthcare software experience.
• Experience managing distributed or global teams, including nearshore hubs.

Culture & Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan with company match.
• Flexible Time Off, wellbeing days, paid holidays, and summer Fridays.
• Mental health resources, paid parental leave, and Backup Care.
• Tuition reimbursement and Employee Resource Groups.
• Employment is subject to hirify.global’s California Job Applicant Privacy Notice; official recruitment communications use approved hirify.global, Greenhouse, or LinkedIn domains, and candidates are never asked for payment.