VP, Global Support (SaaS)

TL;DR

VP, Global Support (SaaS): Leading the worldwide technical support organization to redefine how technical support creates value for customers and the business with an accent on AI transformation, automation, and operational excellence. Focus on transforming Support into a strategic customer intelligence function and scaling a follow-the-sun operational model.

Location: Israel

Company

hirify.global is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide.

What you will do

• Define and execute the global support strategy to drive customer satisfaction, retention, and operational excellence.
• Lead and scale a high-performing, follow-the-sun global organization across multiple regions.
• Drive the transformation of Support through AI, automation, self-service, and LLM-powered workflows.
• Optimize operational processes, support engineering practices, and escalation management.
• Own support performance through data and metrics, including CSAT, SLA attainment, and productivity.
• Partner with Engineering, Product, and Sales to resolve customer challenges and influence product direction.

Requirements

• 10+ years of leadership in global technical support or customer success organizations within enterprise SaaS.
• Demonstrated success scaling global, follow-the-sun support organizations during rapid growth.
• Proven experience driving AI-enabled support transformation (conversational AI, automation, knowledge management).
• Deep technical credibility with APIs, SDKs, integrations, and complex technical issues.
• Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent experience.
• Location: Must be based in Israel

Nice to have

• Experience with developer platforms, cloud infrastructure, or digital asset management.
• Contributions to customer support thought leadership or developer communities.

Culture & Benefits

• Access to cutting-edge technology and a team of top-talent peers.
• Robust vacation and wellness policy.
• Annual development stipend for professional growth.
• Catered lunches or a food stipend.