Who we are:
For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
The Opportunity
Global Relay is seeking a transformational Vice President, Technical Support to lead and modernize a mission-critical, global support organization serving 20,000+ customers across highly regulated industries.
This is a high-impact, executive-level role based in New York City—ideal for a leader who thrives in fast-paced, high-accountability environments and is energized by building world-class customer operations at scale. You will redefine Technical Support from a reactive service function into a strategic driver of product excellence, customer retention, and competitive differentiation.
Leading a global team of 75+ (with a mandate to scale), you will partner cross-functionally with Product, Engineering, Customer Success, Sales, and Operations to deliver a seamless, proactive, and data-driven customer experience across enterprise clients, including major financial institutions.
What You’ll OwnExecutive Leadership & Strategy
- Set and execute a bold global vision for Technical Support, elevating it into a strategic function that directly impacts revenue retention and product innovation
- Lead a “shift-left” transformation—reducing support demand through tighter alignment with Product and Engineering, improved product quality, and expanded self-service
- Establish clear KPIs and accountability frameworks to deliver best-in-class response times, resolution, and customer satisfaction
- Build a scalable, globally consistent operating model supporting enterprise and regulated clients
Global Team Leadership
- Design and evolve a high-performing, globally distributed organization across multiple regions and time zones
- Drive operational excellence through rigorous performance management, benchmarking, and governance
- Build a culture of ownership, urgency, and customer-centricity aligned with New York–level execution standards
- Lead organizational scaling, hiring, leadership development, and succession planning
Customer & Executive Engagement
- Act as executive escalation point for key enterprise accounts
- Build trusted relationships with senior client stakeholders, reinforcing Global Relay’s position as a mission-critical partner
Transformation & Change Leadership
- Sponsor large-scale initiatives across automation, service delivery, data security, and platform migrations
- Lead global change management efforts, ensuring seamless execution and communication during transformation
- 15+ years of senior leadership experience in fintech, SaaS, or enterprise technology
- Proven track record leading and scaling global support organizations (100+ preferred)
- Experience operating in high-growth, high-pressure, and highly regulated environments
- Strong executive presence with the ability to influence C-suite stakeholders and enterprise clients
- Deep expertise in organizational design, operational transformation, and change leadership
- Data-driven mindset with a focus on measurable business outcomes
- Willingness to travel globally and operate across time zones
Compensation:
Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.
For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!
What you can expect:
At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Global Relay New York, New York, USA Office
1560 Broadway, New York, NY, United States
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