VP, Global 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.

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.

You Will

• 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.

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$210,000—$280,000 USD

Where we Work

OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger .

Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

Benefits

As an employee at OneTrust , you will be part of the OneTeam . That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview . You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form .

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [email protected] .

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

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.