VP Product Support (SaaS)

TL;DR

VP Product Support (SaaS): Leading the global product support organization to deliver exceptional customer experiences through AI-powered orchestration with an accent on operational efficiency, KPI management, and cross-functional leadership. Focus on transforming support functions, scaling cloud-based delivery models, and driving high-performance cultures across multi-national teams.

Location: United Kingdom. International relocation and visa sponsorship are not available.

Company

hirify.global is a global leader in AI-powered experience orchestration, helping over 8,000 organizations deliver personalized customer and employee experiences through its cloud-based platform.

What you will do

• Lead and develop a global team of product support specialists focused on resolving complex customer and partner issues.
• Define and implement strategic and tactical plans to ensure high-quality service delivery and operational excellence.
• Manage organizational planning, budgeting, and the evolution of key performance metrics.
• Partner internally with Professional Services, Customer Success, and Business Units to ensure aligned priorities.
• Handle critical customer and executive engagements, representing the company professionally.
• Participate in pre-sales cycles and RFP responses to advocate for support capabilities.

Requirements

• Minimum 10 years of relevant experience in a leadership role within a global SaaS company.
• Proven expertise in Cloud-based delivery models and supporting enterprise-level software.
• Strong background in developing talent and driving high-performance, agile cultures.
• Demonstrated ability to engage effectively at the Director and C-level with customers and partners.
• Excellent program management, communication, and consensus-building skills.
• Must be based in the United Kingdom as no visa sponsorship or relocation is provided.

Culture & Benefits

• Flexible-first work culture designed to support employee well-being and productivity.
• Commitment to growth in the AI era through mentorship, leadership development, and education support.
• Comprehensive benefits including paid volunteer time and well-being resources.
• Global recognition as a Great Place to Work certified organization.

Hiring process

• Application review by the Talent Acquisition team.
• Zoom interview with a Talent Acquisition Partner.
• Interviews with the hiring manager and key team members (maximum of five interviews).