Build, test, and deploy advanced voice AI agents in minutes with Vapi. The platform for developers creating conversational voice AI. Backed by Bessemer, Peak XV and Y Combinator.
About the role
This isn’t a traditional "customer service" management role - it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments. Your team's efficiency in resolving technical friction for enterprise customers will act as a primary engine protecting Net Revenue Retention.
What they're looking for
- Technically Lethal Leader: 5+ years in technical support or solutions roles, with at least 2 years of experience managing technical teams. You are fluent in REST APIs, webhooks, and event-driven systems
- Enterprise Experienced: You have a proven track record of managing support operations for enterprise accounts and adhering to commercial SLAs
- On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs
- Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent
- Voice Fluent: Experience with SIP, WebRTC, or Twilio is preferred - you understand the "plumbing" of a phone call
- Relentlessly Autonomous: You don't wait for a playbook, you write the one that will scale Vapi to its next 1,000 enterprise customers
More about this role
Voice AI that resolves, not transfers
Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life
Trusted by 1 million developers building the future of voice agents
Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised
Try talking to Vapi now!
Reporting to the Head of Customer Engagement, we need a technical leader to build and manage a world-class Support Engineering team that spans from SMB ISVs to large Enterprises.
This isn’t a traditional "customer service" management role - it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments.
Your team's efficiency in resolving technical friction for enterprise customers will act as a primary engine protecting Net Revenue Retention.
You will serve as the strategic bridge between our enterprise base and L2 support team to ensure feedback loops that directly shape our product roadmap with core engineering.
You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently while identifying...
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