Vice President of Customer Support, Appspace
Workspace management software
Be an early applicant
Workspace management software
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help organizations connect their people, places, and spaces to create a workplace employees love.
Role
Who you are
- Are you a visionary support leader passionate about turning customer service into a competitive differentiator?
- Minimum 5-7 years of experience leading large-scale, global (multi-region) technical support organizations within a B2B SaaS environment
- Proven track record of successfully blending teams, products, and processes through M&A activity
- Demonstrable experience implementing and maturing modern support models (e.g., Intelligent Swarming, TSIA methodology)
- Deep expertise with required support tools and architecture:
- Expert user/administrator of CRM/Ticketing systems: Salesforce Service Cloud, ZenDesk, and/or ServiceNow
- Workflow & Tracking: JIRA or similar development tracking system
- Support Analytics/Insights: SupportLogic or similar AI/ML-driven support analysis tool
- Technical Acumen: Strong working knowledge of General Cloud Architecture (Google/AWS/Azure) and Infrastructure principles
What the job involves
- Appspace is seeking a dynamic and highly experienced VP, Customer Support to lead our worldwide team
- This pivotal role reports directly to the Customer Success Leader and is responsible for scaling our global support operations and driving a superior Customer Experience (CX) that fuels retention and growth
- We are looking for a leader who is both deeply technical and strategically focused on people and customer relationships
- You will mature our existing modern support practices (including Intelligent Swarming), significantly reduce ticket deflection through optimized self-service, and cultivate a high-performance, positive team culture globally
- Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements and strengthen customer loyalty
- Champion a culture of proactive, empathetic, and relationship-focused support, ensuring all global interactions reflect Appspace's commitment to partnership
- Act as a key stakeholder in the Customer Success organization, ensuring seamless handoffs and collaboration with Sales, Engineering, and Product teams
- Drive the operationalization and maturity of our Intelligent Swarming model, ensuring fast, effective, and unified global problem resolution across multiple product lines (post-M&A integration)
- Leverage TSIA and other leading industry best practices to define, measure, and optimize support KPIs, including Time-to-Resolution, Deflection Rate, and Customer Effort Score (CES)
- Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service channels, knowledge management, and community engagement
- Provide inspiring and decisive leadership for a globally distributed team of support professionals
- Successfully navigate and lead the blending of support teams and processes following mergers and acquisitions, creating a single, cohesive, and high-performing global unit
- Foster a Positive Team Influence, promoting continuous learning, career development, and a highly engaged work environment that attracts and retains top talent
Our take
Founded back in 2002, Appspace has grown into something of a leader in the workplace experience field. What essentially started as an internal content management and digital signage toolkit has since expanded into an end-to-end workplace management platform that caters for both physical and digital co-working and communication.
The calibre of customers that Appspace serves says a lot about its status – Google, Meta, LinkedIn, Coca-Cola and Pfizer all use the platform. It’s to the company’s credit that it’s stayed abreast of changing needs in the workplace, and added to its product offering at opportune moments, either by developing its solutions or via strategic acquisitions.
Now that a blend of on-site, hybrid, and remote working is the norm, there’s a need for a single platform that ensures good employee (and customer) experiences, rather than companies using a host of distributed apps. It’s a need that Appspace is fulfilling well, as it continues to invest in product innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Generous PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- Appspace Quiet Fridays (No non-essential internal meetings scheduled)
- A casual dress work environment
Company HQ
Farmers Branch, TX
Leadership
Tony DiBenedetto
(CEO & Chairman)They have served as the CEO of Appspace since 2020. Alongside this, they are the Founder of Think Big For Kids. Previously, they were an Executive Entrepreneur in Residence at Tampa Bay Wave and CEO at Concerto Cloud Services and Tribridge.
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