Vice President of Customer Support

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, operational execution, service quality, customer retention, and cost-to-serve performance. This executive owns the complete support lifecycle, from first-contact ticket resolution and after-hours incident response through quality assurance, root cause analysis, workforce planning, and the delivery of premium support services for customers who require elevated engagement. The VP of Customer Support reports to the Senior Vice President of Operations and serves as a peer to the Executive Leadership Team. The role requires a leader who can translate company strategy into daily operating discipline, align support capacity with customer demand, and apply data, process improvement, and modern support technology to improve customer outcomes while reducing avoidable effort. The VP brings the voice of the customer into product development, advocates for software quality as a primary lever for improving customer satisfaction and reducing cost to serve, and partners with engineering to address recurring defects and systemic issues at their source. A central expectation of the role is to lead the practical adoption of AI tools, technologies, and operating insights across Customer Support. The VP will identify high-value use cases for AI-enabled triage, knowledge retrieval, agent assistance, case summarization, deflection, quality monitoring, and workflow automation; establish the best practices required for safe and effective adoption; and measure impact through operational metrics, with particular emphasis on lowering cost to serve without compromising customer experience. The successful candidate must bring deep knowledge of software support operations and direct experience managing cost through scalable delivery models, including nearshoring. This includes building the right mix of onshore, nearshore, and specialized technical capacity; maintaining accountability for quality and responsiveness across geographies; and using workforce design, process discipline, automation, and AI-assisted practices to improve efficiency at scale. The VP will establish a disciplined operating cadence built around service levels, response times, resolution times, backlog management, cost per ticket, and other key support performance indicators, with accountability for sustained operational improvement. This role also carries responsibility for building a premium support service portfolio, including Customer Success Management, targeted at the portion of the customer base that requires and will invest in elevated service. Contribution to customer retention, renewal outcomes, and lead generation for the Sales organization are standing accountabilities of this team. This remote role welcomes candidates anywhere in Canada and the US with a preference for Canada and Greater Toronto Area. Travel is required as needed, approximately 50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone. Salary: 150K - 185K AI & Innovation MindsetWe are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards. What your impact will be: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.Lead the company's after-hours support function and production incident response capability, including on-call coverage models, escalation runbooks, and customer communication protocols; drive post-incident reviews and ensure findings feed back into operational and product improvements in coordination with DevOpps and R&D leaders.Design and maintain a formal QA program for the support organization, define quality standards, implement ticket review processes, and use QA data to coach staff and identify training needs. Ensure quality and operational reviews incorporate service levels, response performance, resolution performance, ticket backlog health, and adherence to support processes.Analyze support data to identify recurring product defects and customer friction points, deliver s