VP of Professional Services & Customer Support

About the role

The VP of Professional Services & Customer Support will lead the Costa Rica organization, overseeing client software implementations and multi‑channel support. Reporting to the SVP of Global Operations, you will translate US strategy into regional execution while ensuring regulatory compliance and operational excellence.

Key responsibilities

• Lead Costa Rica teams delivering enterprise software, API integrations, and data feed deployments on time and at scale.
• Manage Tier 1‑3 technical support, enforcing SLAs for response time, resolution, CSAT and NPS.
• Drive operational precision in a highly regulated data environment, embedding compliance and continuous improvement.
• Implement AI and automation to streamline troubleshooting, file validation and workflow processes.

Required profile

• 10+ years of executive leadership in B2B tech or SaaS, managing client‑facing implementations and support.
• Proven ability to execute strategic direction in a near‑shore, matrixed environment.
• Experience in highly regulated sectors such as FCRA, HIPAA, or financial data compliance.
• Full professional fluency in English and Spanish (C1 level).

Required skills

• Enterprise software deployment and configuration.
• API integration and data pipeline validation.
• AI‑assisted troubleshooting and workflow automation.
• Regulatory compliance (e.g., FCRA, HIPAA).