We are looking for a senior Customer Support leader to manage global, multi-product L1–L3 support operations across regions and time zones. The role will own customer experience, service quality, high availability, reliability, and customer satisfaction.
The ideal candidate should bring strong experience in SLA-driven support, escalations, 24x5 / 24x7 operations, ITIL practices, global client engagement, and compliance expectations such as GDPR, SOC 2, data handling, access controls, and audit readiness.
Key Responsibilities
- Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
- Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
- Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
- Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
- Drive ITIL-aligned incident, problem, and change management practices
- Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
- Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
- Promote accountability, continuous improvement, and customer-centricity across the support function
Skills & Qualifications
- 12+ years of experience, with 5+ years in senior customer / application support leadership
- Experience supporting global enterprise customers, preferably across North America, UK, and similar regions
- Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations
- Strong communication and stakeholder management skills, including global client engagement
- Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness
Nice to Have
- Healthcare, EHR, clinical systems, or other business-critical support experience
- Post-acquisition or multi-product environment experience
- Experience with automation, self-service, or AI-enabled support initiatives
- ITIL certification or equivalent service management certification
Skills Required
- 12+ years of experience, with 5+ years in senior customer/application support leadership
- Experience supporting global enterprise customers
- Experience across North America, UK, or similar regions
- Strong knowledge of ITIL, SLAs, KPIs, escalation management, and time-zone based operations
- Experience with workforce planning, capacity planning, and resource allocation for global support coverage
- Strong communication and stakeholder management, including global client engagement
- Exposure to regulated environments and compliance: GDPR, SOC 2, data handling, access controls, and audit readiness
What We Do
Software for Health and Human Services providers designed to simplify the user experience & optimize outcomes. VitalHub provides technology to Health and Human Services providers including; Hospitals, Regional Health Authorities, Mental Health, Long Term Care, Home Health, Community and Social Services. VitalHub solutions span the categories of Electronic Health Record (EHR), Case Management, Care Coordination, Patient Flow & Operational Visibility, and DOCit Mobile Apps. VitalHub is based in Toronto, ON, and publicly traded on the TSX Venture Exchange: VHI. For further information please visit www.vitalhub.com
