Vice President - Customer Service

April 9

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Fullsteam

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Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

Payments • Software • M&A • Technology

1001 - 5000 employees

💳 Fintech

☁️ SaaS

🤝 B2B

📋 Description

•Develop and execute operational strategies to enhance the customer experience, ensuring customer satisfaction and loyalty. •Ensure a seamless and exceptional customer experience across all digital channels by working with customer-facing teams to identify pain points and implement solutions. •Oversee customer service and support operations by developing and implementing strategies aligned with organizational goals, setting clear performance goals and KPIs, and fostering a customer-centric culture. •Provide strategic guidance and direction to the customer service team, ensuring alignment with the organization’s vision and values. •Manage hardware deployment to ensure timely and quality delivery to customers, collaborating with the corporate hardware deployment team and accounting to follow established processes and procedures. •Establish and manage effective onboarding and implementation processes to minimize backlog and ensure high customer satisfaction, ensuring a positive day-one experience for customers. •Identify opportunities for continuous improvement by analyzing customer feedback, survey data, and industry best practices. •Collaborate with cross-functional teams including product development, marketing, and operations to address customer pain points and implement customer-centric improvements. •Implement customer service technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions. •Stay updated on emerging trends and technologies in customer service to proactively adapt strategies and maintain a competitive edge. •Collaborate closely with other executives and leadership teams to ensure operations align with overall business strategy and financial goals. •Develop, manage, and oversee budgets, financial plans, and cost controls for operational functions. •Drive P&L accountability across operational teams, identifying opportunities for revenue growth and cost optimization. •Work effectively within a matrix organization, partnering with both Fullsteam Shared Services and Business Unit leadership to drive customer-centric processes, tools, and experiences. •Recruit, train, and manage a team of professionals, providing ongoing coaching, feedback, and performance evaluations to drive continuous improvement. •Establish effective communication channels and promote a positive and collaborative work environment.

🎯 Requirements

•Bachelor’s degree in Business, Operations Management, or a related field. •8+ years of experience in operations leadership roles, preferably within a software, SaaS, or technology-driven environment. •Experience overseeing customer experience functions such as support, onboarding, implementation, and hardware deployment. •Experience leading cross-functional teams and building customer-focused cultures.