Vice President, Global Support Services – Customer Care
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Job Description
Vice President overseeing global customer support and care operations for TrueNAS. Driving strategic initiatives and ensuring high-quality customer experience across all touchpoints.
Responsibilities:
- Define and execute a multi-year strategy for global Support and Customer Care operations
- Partner with Operations, Engineering, Product, and Sales leadership to support growth and adoption
- Oversee global technical support operations for all TrueNAS products
- Drive continuous improvement of support processes
- Provide regular executive-level reporting on support health, customer risk, and improvement initiatives
Requirements:
- Bachelor’s degree in Engineering, Computer Science, Business Administration, or equivalent experience
- 10+ years of experience leading teams in a customer-facing or operational role
- at least 5 years operating at a VP or equivalent executive level in a high-growth, enterprise B2B software or hardware company
- Extensive experience supporting and operating within enterprise data storage and IT networking organizations
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Proven ability to build, motivate, and lead high-performing teams
- Strong financial acumen and experience managing operating budgets
Benefits:
- health, dental, vision, disability, and life insurance
- paid time-off
- 401(k)
- health and flexible spending accounts
- stock purchase plan and more
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