VP, Customer Support (SaaS)

TL;DR

VP, Customer Support (SaaS): Building a unified, high-performing support function for a merged software company with an accent on AI-enabled workflows and operational transparency. Focus on establishing support SLAs, driving generative AI adoption, and developing a leadership team to enhance the overall client experience.

Location: Remote (any location)

Company

hirify.global is a software portfolio company of Roper Technologies providing secure, intelligent technology for education, healthcare, and corporate enterprises.

What you will do

• Define and execute the overall support strategy and performance metrics to make support a competitive differentiator.
• Lead the transformation of support operations through the implementation of generative and agentic AI tools.
• Develop and mentor the leadership team to ensure high performance and clear succession planning.
• Establish, monitor, and make visible support SLAs to improve client responsiveness.
• Build reporting infrastructure to restore operational transparency for executive leadership.
• Partner cross-functionally to represent the client perspective and drive high renewal rates.

Requirements

• 12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams.
• Proven track record of implementing generative AI tools for intelligent ticketing and automated triage.
• Experience managing support in SaaS or enterprise technology platforms, specifically within higher education or healthcare.
• Deep expertise in tiered service models, knowledge-centered service (KCS), and omnichannel delivery.
• Familiarity with FERPA, HIPAA, or relevant compliance frameworks.
• Bachelor's degree in Business, Computer Science, or related field; MBA preferred.

Culture & Benefits

• Comprehensive health, dental, and vision insurance available on the first day.
• Matched 401(k) and Employee Stock Purchase Plan (ESPP).
• Flexible time off including paid holidays and volunteer time.
• Employer-paid life, AD&D, and short/long-term disability insurance.
• Flexible spending account (FSA) or health savings account (HSA).
• Employee assistance program (EAP).