VP of Product Support

MCS Group is proud to partner with an exciting startup that's redefining how brands and creators connect. Operating at the intersection of fashion, tech, and the influencer economy, this company is scaling rapidly and looking for a seasoned leader to build and lead their Product Support function from the ground up.

This is a critical leadership role for someone who thrives in fast-paced, ambiguous environments, loves solving complex problems, and is obsessed with delivering exceptional customer experiences. You'll work closely with Product, Engineering, and Operations to build a world-class support infrastructure that powers growth and innovation.

Ideally someone will be based in New York, but open to remote candidates.

What You'll Be Doing:

• Build the Product Support function from scratch. Design org structure, define workflows, build processes, and implement tools.

• Hire, train, and lead a high-performing support team that partners seamlessly with brands, creators, and internal stakeholders.

• Be the voice of the customer, synthesizing feedback into actionable product insights and collaborating cross-functionally to drive platform improvements.

• Create and manage reporting structures to ensure leadership has visibility into product pain points and user experience trends.

• Define and track key metrics (CSAT, time to resolution, response time, etc.) to constantly optimize service delivery.

• Develop and enforce best-in-class SLAs while balancing speed, accuracy, and customer satisfaction.

• Collaborate deeply with Product and Engineering to triage and escalate product issues, and advocate for feature fixes and usability enhancements.

What We're Looking For:

• Proven experience in a Director or VP-level Product Support leadership role within a B2B SaaS startup.

• A track record of being the first support hire and scaling the team and function from the ground up.

• Strong technical acumen. You will be able to understand and communicate complex issues with Product and Engineering teams.

• Experience working with fast-paced, high-growth environments and balancing multiple stakeholder needs.

• A customer-obsessed mindset with the ability to turn insights into action and build world-class customer experiences.

• Not just a support manager. This is a strategic, leadership-level role with direct impact on the product and customer experience.

To speak in confidence about this opportunity please contact Paula McCalmont at MCS Group on p.mccalmont@mcsgroup.jobs

No sponsorship or C2C. Perm role not contract. No Agencies. Only applicants with full US working rights.