[Remote] VP of Customer Support & Support Engineering

Note: The job is a remote job and is open to candidates in USA. Napster Corp. is a pioneering company focused on democratizing access to creative expertise through innovative technology. They are seeking a VP of Customer Support & Support Engineering to lead and develop a world-class support organization across various product surfaces, including consumer, B2B, hardware, and an API integrated with Microsoft Azure.ResponsibilitiesOwn the vision and strategy for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure-native APIDesign the operating model end to end: tier structure (L1 / L2 / L3), severity framework, escalation paths, SLAs and SLOs, and incident and on-call responseMake the build, buy, and outsource decisions: tooling, BPO and contractor strategy, and where to invest as the company scalesOwn the operational and quality bar for the entire functionBuild and develop the leadership layer that runs day-to-day support, and grow the team and its managers as the company scalesEstablish a dedicated support-engineering function for the API and a strong L2 and L3 benchDesign global coverage (follow-the-sun, and 24/7 for the API where warranted) and a staffing model that scales cleanlySet the culture and the bar for hiring, onboarding, and performance across the orgServe as the executive counterpart and sponsor for support within the Microsoft partnershipDeliver enterprise-grade, white-glove support for the Azure-native API and the customers Microsoft refers to itOwn premium SLAs, executive escalation bridges, incident communications, and post-incident reviews, and make sure the experience reflects how strategic the relationship isOperate 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 roadmapAlign support with the commercial organization, Professional Services, and enterprise commitments and named accountsRepresent the customer and the support function in company strategy and leadership decisionsOwn the metrics and the outcomes: response and resolution time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner-satisfaction outcomes that support drivesDrive 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 companySkills12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through growthExperience managing managers and building a leadership team, not only managing individual contributorsDeep experience owning technical, developer, API, or platform support with enterprise SLAs and executive-level incident managementA proven executive partner: comfortable as a peer to Product, Engineering, and commercial leaders, and credible representing the company to a strategic partner like MicrosoftTrack record running distributed teams and contractor or BPO models at scale across geographies and time zonesOwnership of budget and the build, buy, and outsource decisions that shape a functionCalm, decisive leadership under pressure, and excellent written and verbal communication for enterprise, partner, and board-level audiencesA builder who sets strategy and still gets into the details, with a clear bias for action in a fast-paced environmentExperience supporting a Microsoft or Azure partnership, marketplace, or co-sell motion, or another major cloud ecosystemHardware support experience (RMA, warranty, returns, supply chain and logistics)Consumer-scale support experience alongside B2B and enterpriseFamiliarity with AI and ML products and developer ecosystemsExperience standing up follow-the-sun or 24/7 coverageBenefitsPaid Time-Off: We offer flexible vacation time with 10 company holidays.Health Plans: We offer robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also availableWellness: Access to Teladoc and an EAPParental Leave: Paid leaveRetirement Savings: Contribute pretax earnings to our 401(k) PlanCompany OverviewFounded on the principle of democratizing access—first to music in 1999, now to creative expertise in 2025—Napster has consistently been at the forefront of transformational technology shifts that expand markets and empower users. It was founded in 2019, and is headquartered in Boca Raton, Florida, USA, with a workforce of 51-200 employees. Its website is https://www.napster.ai.Company H1B SponsorshipNapster Corp. has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.