VP, Global Support (SaaS)

TL;DR

VP, Global Support (SaaS): Leading hirify.global’s worldwide Support organization to redefine technical support value with an accent on operational excellence and AI-driven modernization. Focus on transforming Support into a strategic customer intelligence function through automation, LLM-powered workflows, and cross-functional leadership.

Location: London

Company

hirify.global is an Image and Video API platform that serves as the visual layer of the web for 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 global organization across multiple regions using a follow-the-sun model.
• Drive the transformation of Support through AI, conversational AI, automation, and knowledge management.
• Establish and optimize operational processes, escalation management, and service delivery.
• Own support performance through data and metrics, including CSAT, SLA attainment, and operational efficiency.
• Partner with Engineering, Product, and Executive leadership to influence product direction based on customer insights.

Requirements

• 10+ years of experience leading global technical support, developer support, or customer success in enterprise SaaS.
• Proven success scaling global, follow-the-sun support organizations during periods of rapid growth.
• Experience driving AI-enabled support transformation, including LLM-powered workflows and automation.
• Deep technical credibility with APIs, SDKs, and complex technical integrations.
• Exceptional executive communication and leadership skills for distributed, multicultural teams.
• Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.

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 awesome technology and collaboration with top-talent peers.
• Robust vacation and wellness policy.
• Annual development stipend.
• Catered lunches or a food stipend.