Note: The job is a remote job and is open to candidates in USA. Napster Corp. is a company focused on democratizing access to creative expertise through innovative technology. The VP of Customer Experience & Support Engineering will lead the support organization, setting strategy and vision across various product surfaces while ensuring exceptional customer experiences and managing key partnerships, particularly with Microsoft.
Responsibilities
- Set the strategy and build the function
- 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 lead the organization
- 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
- Own the Microsoft relationship at the executive level
- 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
- Partner at the leadership table
- 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
- Operate at a high bar and tie it to the business
- 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: 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