Vp Of Global Customer Support & Service

TL;DR

Vp Of Global Customer Support & Service: Leading and scaling global customer support and service teams for a live entertainment SaaS platform with an accent on operational excellence, KPI analysis, and cross-functional collaboration. Focus on building a high-performing global team, improving workflows, and driving customer satisfaction and retention.

Location: Onsite in Düsseldorf, Germany

Company

hirify.global is a global leader in event ticketing technology, empowering event organizers with customizable, data-driven solutions and industry-leading support.

What you will do

• Lead and scale global Customer Support & Service teams across Europe and the U.S.
• Develop and implement a global customer service strategy focused on satisfaction, retention, and efficiency.
• Oversee daily customer service operations via Intercom and other support channels.
• Define and track key CX KPIs such as CSAT and response times.
• Establish standardized processes, training, and escalation paths.
• Partner cross-functionally with Product, Sales, and Operations to enhance customer touchpoints.

Requirements

• Location: Must be onsite in Düsseldorf, Germany
• 10-15+ years experience including 5+ years in senior or global CX leadership roles.
• Proven leadership in B2B Customer Support and SaaS environments.
• Experience managing multi-location global teams (US and EMEA).
• Fluent English required; professional German preferred.
• Strong operational, process design, and KPI analysis skills.

Nice to have

• Experience with Intercom or similar chat-based CX tools.

Culture & Benefits

• Work with a fast-growing, VC-backed live entertainment tech company.
• Collaborate with a diverse, global team of over 160 professionals.
• Opportunity to impact global brands and redefine fan experiences.
• Focus on sustainable growth and continuous learning.