Mark McKercher is the Vice President of Global Support at Sovos, a leading tax compliance software company. With over 20 years of experience leading customer care strategy & operations in the tech industry, Mark has held senior leadership roles at world-class organizations including Amazon, Google, and Roku. His career has spanned hypergrowth environments and complex global operations, giving him deep expertise in scaling service teams, driving operational excellence, and delivering enterprise-grade support experiences. Mark is known for his practical, human-centered approach to integrating AI into customer experiences —using automation and machine learning not to replace people, but to empower them. Whether implementing 24x7 global models or reimagining how support and success teams engage with customers, Mark remains focused on building trust, speed, and empathy into every touchpoint.