VP, Global Customer Support

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team Role

The Vice President, Global Customer Support is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support services organization. This role will be responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance Zuora’s customer support model and scale our support operations engineering capabilities to meet the diverse needs of our customers, ranging from small to large enterprises.

Key Responsibilities:

• Strategic Leadership: Execute a strategic vision for the global customer support organization that aligns with the company's customer support objectives and leverages AI to drive innovation and efficiency.
• Transformation Initiatives: Continue to lead transformation initiatives to modernize the customer support and operations organization, incorporating AI and other advanced technologies to improve Zuora customer support service delivery and customer satisfaction.
• Upscale Engineering Teams: Collaborate with the customer support and operations engineering teams to upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base.
• Customer Support Model: Optimize the customer support model to provide exceptional service across all customer segments, from small businesses to large enterprises.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the support and operations organizations, driving improvements based on data-driven insights for diverse product areas with unique characteristics and challenges to seek continuous improvements.
• Customer Experience: Champion the customer experience, ensuring customer feedback is integrated into support strategies and processes to enhance service quality continuously.
• Global Team Management: Lead, mentor, and develop a high-performing global support and operations team, fostering a culture of excellence, collaboration, and continuous improvement.
• Cross-functional collaboration: Work closely and partner with other executive leaders, including product, development, sales, and marketing, to ensure alignment and support for broader company initiatives.
• Budget Management: Manage the global support budget, ensuring efficient allocation of resources to meet strategic objectives and operational needs.

This role will be based in Redwood City, CA. You’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby.

Our Tech Stack: Java, Spring, Rest API, Microservices, Kafka, Spark, NodeJS, AWS, Kubernetes, Terraform, AngularJS, IrisAgent

Your experience

• Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field. An advanced degree (MBA or equivalent) is preferred.
• Experience: Minimum of 10 years of experience in a senior leadership role within a global support technical organization, preferably in the SaaS industry.
• Customer Focus: A high level of understanding of our customers’ business, complex issues to meet customer expectations.
• Customer Satisfaction: Demonstrates a deep level of commitment to customer satisfaction and experience, with a track record of implementing successful customer support initiatives.
• Global Perspective: Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base
• Technical Expertise: Strong understanding of AI and emerging technologies and their application in customer support and service delivery.
• Leadership Skills: Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation.
• Strategic Thinking: Demonstrated ability to develop and execute strategic plans that align with company goals and drive measurable results.
• Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.