VP, Global Customer Support

Role Overview – Vice President, Customer Support  

Strength in Trust  

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.  

At OneTrust, customer obsession is at the core of everything we do. Our ambition is to deliver a differentiated, scalable, and efficient experience that makes OneTrust the #1 reason customers choose us. In this fast-paced, dynamic environment, we thrive on bold ideas, technological innovation, and relentless focus on customer success. As we advance into FY26 and beyond, we are building a high-performance culture centered around cross-functional collaboration, operational rigor, and leading with agentic AI to transform the way we engage our customers. 

  

The Challenge  

We are seeking a transformational Vice President of Customer Support to redefine how we serve and support our global customer base. This leader will architect and drive the next-generation support strategy — one that harnesses emerging technologies, scales operations globally, and ensures a world-class customer experience at every touchpoint.  

The ideal candidate is a visionary yet pragmatic leader, comfortable operating at both strategic and tactical levels. You are deeply curious about technology, relentless in your pursuit of efficiency, and passionate about delivering outstanding customer outcomes. You will lead a global, distributed team and work cross-functionally with CX, Product, Engineering, Sales, and Operations to make support a competitive advantage for OneTrust.  

  

Your Mission  

In this leadership role, you will be responsible for:   

• Transformative Leadership: Design and execute a modern, scalable global support strategy that meets the needs of our enterprise customers, while driving efficiency and speed of resolution.  

• Tech-Forward Approach: Evaluate, adopt, and embed emerging technologies such as AI, automation, and predictive analytics to deflect lower-value tickets, enhance agent productivity, and improve customer satisfaction.  

• Cross-Functional Partnering: Collaborate closely with Product, Engineering, CX Ops, and GTM teams to drive continuous improvement of the customer experience. Ensure a tight feedback loop from Support to Product/Engineering.  

• Operational Excellence: Build operational rigor with clear KPIs focused on time to resolution, case deflection, customer effort score (CES), CSAT, and incident reduction. Drive forecasting accuracy and predictability in support volumes.  

• Customer Experience Champion: Ensure every interaction reflects OneTrust’s commitment to customer delight. Create proactive support experiences and leverage data to anticipate customer needs before they arise.  

• AI & Automation at Scale: Lead the implementation of agentic AI solutions that augment support operations, including AI-driven knowledge bases, automated troubleshooting, and real-time translation for global reach.  

• People Leadership: Inspire, develop, and retain a high-performing team. Build a culture of accountability, learning, and continuous improvement. Foster career growth pathways across the global support organization.  

• Scalable Infrastructure: Ensure our tools, systems, and processes can scale with OneTrust’s rapid growth and global customer base. Align with our broader velocity, quality, and predictability goals.  

• Customer Advocacy & Community: Build programs that connect customer voices into our community and product ecosystem. Drive initiatives that empower customers to solve issues independently and progress their maturity.   

  

What Success Looks Like 

• Increased CSAT and customer retention linked to support improvements.  

• Significant automation of tier 1 support inquiries.  

• Reduced time to resolution and improved first-contact resolution rates.  

• Robust cross-functional collaboration yielding faster customer issue resolution and product improvements.  

• Scaled global support operations with predictable and efficient performance.  

 

• Established reputation of OneTrust Support as a world-class, proactive, and customer-centric organization.  

 

You Have  

• 15+ years of experience in Customer Support leadership, with a track record of leading large, global teams in fast-growing SaaS environments.  

• Proven success in driving support transformation, leveraging AI and automation at scale.  

• Strong operational discipline, with experience managing performance metrics and scaling support operations.  

• Exceptional cross-functional collaboration skills, with the ability to influence across Product, Engineering, CX, and Sales.  

• Deep understanding of customer experience best practices and technologies.  

• Bold, growth mindset with a bias for action and results.  

• Inspirational leader who can develop high-performing, motivated teams.  

• Passion for customer success and relentless pursuit of excellence.  

 

Extra Awesome  

• Experience working in environments undergoing rapid growth and/or transformation.  

• Background in AI-driven support models and technologies.  

• Familiarity with enterprise-level support operations and processes.  

• Experience with self-service strategy and customer community programs.  

 

Our Commitment to You  

When you join OneTrust, you're not just stepping into a role; you're becoming part of a mission-driven organization that is pioneering trust in the business world. We are committed to fostering a diverse and inclusive work environment and supporting your professional growth. Here, your voice matters, and your expertise will help us chart the path forward in a rapidly evolving industry.  

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.