Harris Computer
Vice President of Customer Support
CanadaRemotePosted TodayCA$150,000 – CA$185,000
Full TimeExecutiveRemoteCA
See how this job matches your profile
Sign in for an AI-powered fit score, breakdown, and a tailored resume.
Job Description
Advanced Utility Systems, a division of Harris; is seeking a Vice President of Customer Support who leads the customer support organization with full accountability for strategic direction, operationa
Key Highlights
- Oversee the full inbound support operation across all channels and customer tiers, define and enforce service level agreements, and manage escalation paths for complex or high-risk issues to ensure consistent, high-rate ticket closure.
- Partner with the VP of Research and Development as a peer and standing voice of the customer in product planning, and quantify the relationship between software quality and support cost to prioritize defect resolution alongside feature development.
- Design, deliver, and continuously improve a premium support service portfolio for the segment of the customer base that requires elevated service, including Customer Success Management and dedicated technical account management programs with defined outcomes and measurable margin contribution.
- Monitor customer health signals across the support organization, identify at-risk accounts, coordinate retention efforts, and route customers showing expansion interest to the Sales team as qualified leads.
- Develop business cases for new premium service offerings and bring viable concepts to the leadership team with a proposed delivery model, pricing rationale, and go-to-market approach.
Qualifications
Required Qualifications
- 5 or more years of experience in customer support, customer operations, or technical services, with at least 3 years in a senior leadership role at a software company.
- Demonstrated track record of measurable operational improvement, including reductions in cost per ticket, improvements in CSAT or first contact resolution rate, or successful deployment of AI and automation tools in a production support environment.
- Experience leading operational transformation within a software support organization, including implementation of performance metrics, accountability frameworks, service level management, and continuous improvement programs.
- Experience building or scaling a paid premium support or Customer Success Management program, including service design, pricing, and delivery model development.
- Proven ability to partner with engineering or product organizations and drive software quality improvements through structured root cause analysis and cross-functional advocacy.
- Working knowledge of incident management and after-hours support operations, including on-call program design and post-incident review processes.
- Familiarity with modern AI support tooling and the operational requirements for deploying it effectively at scale.
- Analytical rigor with the ability to set targets grounded in data, diagnose issues at root cause, and communicate findings clearly to executive audiences.
- Experience managing teams in high-volume support environments with accountability for both operational metrics and customer retention outcomes.
- Executive presence with the ability to represent the support function credibly to customers and senior leadership.
Skills & Technologies
Go
About the Company
Harris Computer
View company profile →
Interested in this role?
Sign in or create a free account to see how this job matches your skills, apply with one click, and let our AI tailor your resume.
Sign in to applyAI-powered resume optimization
Save and track your applications
Job Details
Employment Type
Full Time
Experience Level
Executive
Salary Range
CA$150,000 – CA$185,000
Location
Canada
Work Mode
Remote
Posted
Today
Country
CA