Vice President, Customer Support

Vultr Cares

• 100% company-paid insurance premiums for employee medical, dental and vision plans. 

• 401(k) plan that matches 100% up to 4%, with immediate vesting

• Professional Development Reimbursement of $2,500 each year

• 11 Holidays + Paid Time Off Accrual + Rollover Plan 

• Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year

• $500 stipend for remote office setup in first year + $400 each following year

• Internet reimbursement up to $75 per month

• Gym membership reimbursement up to $50 per month

• Company paid Wellable subscription

Join Vultr

Vultr is seeking a highly skilled and experienced Vice President of Customer Support to lead our global support organization across Customer Support (Accounts & Billing), and Technical Support. This leader will be responsible for scaling and optimizing a high-performing, customer-centric support function for a rapidly-growing global cloud infrastructure provider. The ideal candidate is an experienced executive from the Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), or cloud computing sector, with deep knowledge of cloud operations, technical support at scale, and the frameworks needed to deliver world-class reliability, responsiveness, and customer trust. This is a highly visible role in a high-growth technology company, which will require driving the global support strategy, measuring and reporting status to executive leadership, and implementing data driven decisions & processes for continuous improvement. This is your opportunity to join our fast-growing team and leave your mark on Vultr and the future of cloud infrastructure.

Key Responsibilities

1. Strategic Leadership

• Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives.

• Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response.

• Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction.

• Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence.

2. Customer Support (Accounts & Billing)

• Oversee the global customer support organization handling billing, account management, and customer policy inquiries.

• Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling.

• Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption.

3. Technical Support

• Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters.

• Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams.

• Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis.

• Champion a culture of continuous improvement through problem classification, post-incident reviews, and metrics-driven process optimization.

4. Operational Excellence

• Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions.

• Establish a scalable 24×7 global coverage model with tiering and efficient on-call management.

• Partner closely with Finance to forecast headcount, budget, and productivity improvements.

• Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions.

Qualifications

• 15+ years of experience in Customer Support, Technical Support, or Operations, including 5+ years in executive leadership roles.

• Proven leadership in IaaS, PaaS, or cloud infrastructure organizations (e.g., compute, storage, networking, GPU/AI cloud, or hyperscale environments).

• Demonstrated success in scaling global teams, building processes across time zones, and implementing automation and AI in support workflows.

• Strong operational mindset with deep understanding of incident management, SLAs, post-mortems, and support analytics.

• Experience overseeing Trust & Safety, abuse management, or compliance operations is preferred.

• Exceptional collaboration and communication skills with technical and executive audiences.

Compensation

$180,000 - $210,000

This salary can vary based on location, years of experience, background and skill set.