Job Details

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy,and compliance. Learn more at insightsoftware.com.

Job Description:

Position Summary

We are seeking a visionary and transformational leader to serve as our Vice President, Global Customer Support. This executive role will own the vision, strategy, and execution of our customer support operations worldwide, with a primary focus on leveraging artificial intelligence, automation, and emerging technologies to deliver exceptional customer experiences at scale. The ideal candidate will be a pioneer in AI-first support strategies, possessing deep expertise in deploying conversational AI, intelligent automation, and predictive analytics to transform support operations while maintaining the human touch that builds lasting customer relationships.

This leader will drive the evolution from traditional support models to an AI-augmented, intelligent support ecosystem that achieves industry-leading deflection rates, resolution quality, and customer satisfaction while significantly reducing cost-to-serve across our multi-product SaaS portfolio.

Reporting Structure

• Reports directly to the Chief Customer Officer (CCO)
  

• Leads a global support organization across multiple regions, time zones, and product lines
  

• Partners closely with Product, Engineering, Data Science, and IT on AI initiatives
  

Key Responsibilities

1. AI Strategy & Digital Transformation

• 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
  

2. Operational Excellence & Intelligent Automation

• 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
  

3. Multi-Product Support Architecture

• 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
  

4. Team Development & AI-Augmented Workforce

• 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
  

5. Cross-Functional Collaboration & AI Integration

• 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
  

6. Performance Analytics & AI Metrics

• 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
  

Required Qualifications

Experience

• 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
  

AI & Technology Expertise

• 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
  

Leadership Capabilities

• 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 Qualifications

• 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
  

The salary range in United States of America for this position is 184,000.00 to 231,000.00 USD Annual.

Your specific offer within this range will be determined by your skills, experience, and qualifications. For non-sales roles, you may be eligible for a bonus. For sales roles, this range includes a commission target.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us

insightsoftware About Us: Hear From Our Team

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.