[Remote] VP of Customer Support & Support Engineering

Note: The job is a remote job and is open to candidates in USA. Napster Corp. is a pioneering company focused on democratizing access to creative expertise through innovative technology. They are seeking a VP of Customer Support & Support Engineering to lead and develop a world-class support organization across various product surfaces, including consumer, B2B, hardware, and an API integrated with Microsoft Azure.

Responsibilities

• Own the vision and strategy for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure-native API
• Design the operating model end to end: tier structure (L1 / L2 / L3), severity framework, escalation paths, SLAs and SLOs, and incident and on-call response
• Make the build, buy, and outsource decisions: tooling, BPO and contractor strategy, and where to invest as the company scales
• Own the operational and quality bar for the entire function
• Build and develop the leadership layer that runs day-to-day support, and grow the team and its managers as the company scales
• Establish a dedicated support-engineering function for the API and a strong L2 and L3 bench
• Design global coverage (follow-the-sun, and 24/7 for the API where warranted) and a staffing model that scales cleanly
• Set the culture and the bar for hiring, onboarding, and performance across the org
• Serve as the executive counterpart and sponsor for support within the Microsoft partnership
• Deliver enterprise-grade, white-glove support for the Azure-native API and the customers Microsoft refers to it
• Own premium SLAs, executive escalation bridges, incident communications, and post-incident reviews, and make sure the experience reflects how strategic the relationship is
• Operate as a peer to the Product, Engineering, and Partnerships leaders: shape priorities, build clean escalation and on-call pipelines, and bring a real voice-of-customer loop into the roadmap
• Align support with the commercial organization, Professional Services, and enterprise commitments and named accounts
• Represent the customer and the support function in company strategy and leadership decisions
• Own the metrics and the outcomes: response and resolution time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner-satisfaction outcomes that support drives
• Drive continuous improvement, automation, and self-service deflection (help center and AI-assisted support, which fits the product well)
• Make support a competitive differentiator and a growth lever for the company

Skills

• 12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through growth
• Experience managing managers and building a leadership team, not only managing individual contributors
• Deep experience owning technical, developer, API, or platform support with enterprise SLAs and executive-level incident management
• A proven executive partner: comfortable as a peer to Product, Engineering, and commercial leaders, and credible representing the company to a strategic partner like Microsoft
• Track record running distributed teams and contractor or BPO models at scale across geographies and time zones
• Ownership of budget and the build, buy, and outsource decisions that shape a function
• Calm, decisive leadership under pressure, and excellent written and verbal communication for enterprise, partner, and board-level audiences
• A builder who sets strategy and still gets into the details, with a clear bias for action in a fast-paced environment
• Experience supporting a Microsoft or Azure partnership, marketplace, or co-sell motion, or another major cloud ecosystem
• Hardware support experience (RMA, warranty, returns, supply chain and logistics)
• Consumer-scale support experience alongside B2B and enterprise
• Familiarity with AI and ML products and developer ecosystems
• Experience standing up follow-the-sun or 24/7 coverage

Benefits

• Paid Time-Off: We offer flexible vacation time with 10 company holidays.
• Health Plans: We offer robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available
• Wellness: Access to Teladoc and an EAP
• Parental Leave: Paid leave
• Retirement Savings: Contribute pretax earnings to our 401(k) Plan

Company Overview

Company H1B Sponsorship