Vice President Of Customer Support (AI)

TL;DR

Vice President of Customer Support (AI): Leading the global customer support organization with full accountability for strategic direction, operational execution, and service quality with an accent on AI-driven transformation and cost-to-serve optimization. Focus on scaling support capacity, building premium service portfolios, and driving software quality improvements through cross-functional advocacy.

Location: Remote (Canada and US preferred, EST timezone alignment)

Salary: $150,000 – $185,000

Company

hirify.global is a leading provider of mission-critical software for the public sector, utility, and healthcare verticals, operating as a subsidiary of Constellation Software Inc.

What you will do

• Oversee full inbound support operations, define service level agreements, and manage escalation paths for high-risk issues.
• Lead after-hours support and incident response, driving post-incident reviews to improve product and operational stability.
• Design and maintain a formal QA program to coach staff and ensure consistent service quality.
• Analyze support data to identify product defects and advocate for engineering investment in software quality.
• Drive the adoption of AI-enabled support tools, including automated triage, agent co-pilots, and workflow automation.
• Build and improve a premium support service portfolio, including Customer Success Management and technical account management.

Requirements

• 5+ years of experience in customer support or technical services, with 3+ years in a senior leadership role at a software company.
• Proven track record of operational transformation, including AI/automation deployment and cost-per-ticket reduction.
• Experience building or scaling premium support or Customer Success programs.
• Ability to partner with engineering/product teams to drive software quality improvements.
• Must hold a valid passport and be legally eligible for international travel (Canada, US, Caribbean).
• Preference for candidates based in Canada, specifically the Greater Toronto Area, and working in the EST timezone.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits starting from day one.
• Employee stock ownership and RRSP/401k matching programs.
• 3 weeks of vacation plus 5 personal days.
• Lifestyle rewards and remote work flexibility.
• Commitment to leveraging emerging AI technologies to improve workflows and business outcomes.