insightsoftware · 2 hours ago
Vice President, Global Customer Support
United States
Full-time
Remote
Director/Executive
15+ years expinsightsoftware is a global provider of reporting, analytics, and performance management solutions. They are seeking a Vice President, Global Customer Support, who will lead the customer support operations worldwide, focusing on leveraging artificial intelligence and automation to enhance customer experiences.
AccountingAnalyticsBusiness IntelligenceConsultingFinancial ServicesSoftware
Responsibilities
Develop and execute a comprehensive AI-first support strategy that positions automation and intelligent systems as the foundation of customer experience delivery
Lead the deployment and optimization of AI-powered chatbots, virtual agents, and conversational AI platforms (e.g., Zendesk AI, Salesforce Einstein, Ada, Intercom) to achieve 50-70% automated resolution rates
Champion the adoption of generative AI and large language models (LLMs) for intelligent ticket routing, response generation, and knowledge base enhancement
Establish AI governance frameworks ensuring responsible AI deployment, data privacy compliance, and ethical use of customer data
Drive continuous improvement of AI systems through machine learning feedback loops, training data optimization, and model performance monitoring
Evaluate and integrate emerging AI technologies including voice AI, sentiment analysis, predictive support, and proactive customer engagement tools
Oversee all customer support channels (chat, email, phone, social, self-service) with AI-enhanced workflows and intelligent routing
Design and implement AI-powered triage systems that automatically categorize, prioritize, and route tickets based on complexity, sentiment, and customer value
Deploy predictive analytics to anticipate customer issues before they escalate, enabling proactive support interventions
Implement AI-driven quality assurance that analyzes 100% of interactions for compliance, sentiment, and resolution quality
Optimize the human-AI collaboration model, ensuring seamless handoffs between automated systems and human agents for complex issues
Apply LEAN principles enhanced by AI insights to systematically identify and eliminate waste, reduce cycle times, and improve first-contact resolution
Design AI-enabled support models that effectively serve customers across a diverse SaaS product portfolio with varying complexity levels
Implement unified knowledge management systems powered by AI retrieval-augmented generation (RAG) for accurate, context-aware responses
Develop AI training strategies that enable systems to maintain product-specific expertise while scaling across the portfolio
Establish intelligent escalation paths that leverage AI to determine optimal routing based on issue type, customer segment, and agent expertise
Create self-service ecosystems with AI-powered search, dynamic FAQs, and intelligent help centers that deflect routine inquiries
Build, mentor, and lead a high-performing global support organization that embraces AI as a strategic enabler
Develop comprehensive AI literacy programs ensuring all team members can effectively leverage AI tools and technologies
Implement AI-powered agent assist tools (copilots) that provide real-time recommendations, suggested responses, and knowledge retrieval
Create career paths that evolve from traditional support roles to AI trainers, automation specialists, and conversation designers
Foster a culture of continuous learning and experimentation where teams actively contribute to AI system improvement
Ensure AI augmentation improves agent experience by eliminating repetitive tasks and enabling focus on high-value, complex interactions
Partner with Product and Engineering teams to integrate AI-derived customer insights into product development and roadmap decisions
Collaborate with Data Science teams to develop and refine machine learning models for support automation
Work with IT and Security to ensure AI deployments meet enterprise security, privacy, and compliance requirements
Align with Sales and Customer Success on AI-enabled customer health scoring and churn prediction initiatives
Lead cross-functional AI centers of excellence to share best practices and accelerate AI adoption across the organization
Establish and monitor comprehensive KPIs including both traditional metrics (CSAT, NPS, FCR) and AI-specific metrics (deflection rate, containment rate, AI resolution quality)
Implement AI-powered analytics platforms that provide real-time visibility into support performance, trends, and anomalies
Develop predictive models for capacity planning, demand forecasting, and resource optimization
Track and report AI ROI including cost savings, efficiency gains, and customer experience improvements
Use AI-driven sentiment analysis and voice-of-customer insights to continuously improve service delivery
Present regular executive briefings demonstrating AI impact on business outcomes and strategic initiatives
Qualification
Required
15+ years of progressive experience in customer support, customer success, or related customer operations
10+ years in senior leadership roles managing large, geographically distributed teams (200+ employees)
5+ years of hands-on experience implementing and scaling AI/automation solutions in customer support environments
Proven track record deploying conversational AI, chatbots, and intelligent automation at enterprise scale
Demonstrated success achieving 40%+ AI deflection rates while maintaining or improving customer satisfaction
Experience managing support operations across multiple SaaS products with varying complexity levels
Track record of scaling global support organizations in high-growth technology environments
Deep understanding of AI/ML technologies including natural language processing (NLP), large language models, and generative AI
Hands-on experience with enterprise AI platforms (Salesforce Einstein, Zendesk AI, Microsoft Copilot, Ada, Intercom, or similar)
Knowledge of retrieval-augmented generation (RAG), prompt engineering, and AI model fine-tuning
Familiarity with AI development lifecycle, training data management, and model performance optimization
Understanding of AI governance, responsible AI principles, and data privacy regulations (GDPR, CCPA)
Experience with support technology stacks including CRM, ticketing systems, knowledge management, and analytics platforms
Visionary leader with ability to articulate and execute AI transformation strategies that inspire organizational change
Exceptional people leadership skills with ability to develop talent at all levels and build AI-literate teams
Strategic thinker who can balance short-term operational demands with long-term AI innovation investments
Strong executive presence with proven ability to influence C-suite stakeholders and board members on AI initiatives
Change management expertise with track record of successfully leading digital transformation programs
Data-driven decision maker who leverages analytics and AI insights to drive continuous improvement
Collaborative leader skilled at building cross-functional partnerships with Product, Engineering, Data Science, and IT
Preferred
MBA or relevant advanced degree; technical background in Computer Science, Data Science, or AI/ML strongly preferred
Certifications in AI/ML (Google Cloud AI, AWS Machine Learning, Microsoft AI) or relevant platforms
LEAN Six Sigma certification (Green Belt or higher) with experience applying LEAN to AI-enhanced processes
Experience with AI startups or leading AI transformation at established enterprises
Published thought leadership or speaking engagements on AI in customer experience
Experience with voice AI, speech recognition, and omnichannel AI deployment
Company
insightsoftware
insightsoftware is the most comprehensive provider of solutions for the Office of the CFO.
1001-5000 employees
H1B Sponsorship
insightsoftware has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (3)
2022 (4)
Funding
Current Stage
Late StageTotal Funding
$1BKey Investors
Hg
2021-07-13Private Equity· $1B
2019-08-15Private Equity
2018-06-14Acquired
Leadership Team
Bernie Emsley
Chief Technology Officer
Meg Christman
Executive Vice President Delivery Services
Recent News
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2026-01-17
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