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.
Responsibilities
- Own the vision and strategy for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure-native API
- Design the operating model end to end: tier structure (L1 / L2 / L3), severity framework, escalation paths, SLAs and SLOs, and incident and on-call response
- Make the build, buy, and outsource decisions: tooling, BPO and contractor strategy, and where to invest as the company scales
- Own the operational and quality bar for the entire function
- Build and develop the leadership layer that runs day-to-day support, and grow the team and its managers as the company scales
- Establish a dedicated support-engineering function for the API and a strong L2 and L3 bench
- Design global coverage (follow-the-sun, and 24/7 for the API where warranted) and a staffing model that scales cleanly
- Set the culture and the bar for hiring, onboarding, and performance across the org
- Serve as the executive counterpart and sponsor for support within the Microsoft partnership
- Deliver enterprise-grade, white-glove support for the Azure-native API and the customers Microsoft refers to it
- Own premium SLAs, executive escalation bridges, incident communications, and post-incident reviews, and make sure the experience reflects how strategic the relationship is
- Operate 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 roadmap
- Align support with the commercial organization, Professional Services, and enterprise commitments and named accounts
- Represent the customer and the support function in company strategy and leadership decisions
- Own the metrics and the outcomes: response and resolution time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner-satisfaction outcomes that support drives
- Drive 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 company
Skills
- 12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through growth
- Experience managing managers and building a leadership team, not only managing individual contributors
- Deep experience owning technical, developer, API, or platform support with enterprise SLAs and executive-level incident management
- A proven executive partner: comfortable as a peer to Product, Engineering, and commercial leaders, and credible representing the company to a strategic partner like Microsoft
- Track record running distributed teams and contractor or BPO models at scale across geographies and time zones
- Ownership of budget and the build, buy, and outsource decisions that shape a function
- Calm, decisive leadership under pressure, and excellent written and verbal communication for enterprise, partner, and board-level audiences
- A builder who sets strategy and still gets into the details, with a clear bias for action in a fast-paced environment
- Experience supporting a Microsoft or Azure partnership, marketplace, or co-sell motion, or another major cloud ecosystem
- Hardware support experience (RMA, warranty, returns, supply chain and logistics)
- Consumer-scale support experience alongside B2B and enterprise
- Familiarity with AI and ML products and developer ecosystems
- Experience standing up follow-the-sun or 24/7 coverage
Benefits
- Paid 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 available
- Wellness: Access to Teladoc and an EAP
- Parental Leave: Paid leave
- Retirement Savings: Contribute pretax earnings to our 401(k) Plan
Company Overview
Founded 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 Sponsorship
Napster 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.