What are the responsibilities and job description for the Vice President of Customer Support position at Pivotal Partners?
Pivotal Partners is exclusively partnered with a Series A ($50m) Agentic AI Robotics company based out of Europe. The company is rapidly scaling its global footprint across energy, Oil/Gas, infrastructure, and industrial industries.
With customer support and real-world deployment at the core of the business, this VP Customer Support role is critical to how the platform performs, scales, and delivers value across enterprise customers. Customers include Shell, BP, Repsol, Chevron already.
Location: Remote - England or Germany preferred (open to EU locations only)
Role: VP Customer Support
As VP Customer Support, you will own the global operational performance of the platform across a portfolio of enterprise customers.
This includes leading support, customer operations, and deployment functions, while ensuring reliability, scalability, and a seamless customer experience.
This is a highly strategic, execution-focused leadership role... not a technical troubleshooting position.
You’ll operate at the intersection of customers, product, and engineering — ensuring the business delivers consistently in complex, real-world environments.
Why this role:
- Opportunity to define and scale operations for a category-defining robotics platform
- Direct exposure to enterprise customers operating critical infrastructure (energy, industrials)
- Work sits at the intersection of operations, product, and customer strategy
- High ownership and autonomy with direct access to founders and executive leadership
- Build and scale a global team from ~10 to 30–50 people
Responsibilities:
- Own global 24/7 platform operations, including customer support and overall system performance across deployments and robot fleets
- Act as the senior escalation point for enterprise customers, managing VP/C-level stakeholders and high-impact issues
- Build and scale structured support, deployment, and customer success processes, with clear ownership across Ops, Product, and Engineering
- Lead, hire, and develop a high-performing global team while providing operational insight and reporting to executive leadership
Requirements:
- 8–12 years in Platform Operations, Service Delivery, or Technical Support within SaaS, robotics, IoT, or industrial environments
- Experience working with large enterprise customers in heavy industry (e.g. energy, infrastructure) and handling high-stakes escalations
- Proven leadership track record managing and scaling teams (5 ), with a strong focus on execution and operational excellence
- Structured, process-driven operator with strong communication skills, comfortable operating in ambiguity and at executive level