VP of Customer Support

October 16

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Description

• About the role: Seeking a strategic and results-driven Vice President of Customer Support to lead our global customer support operations. • Leadership: Provide strategic direction and leadership to the global customer support team, fostering a culture of excellence, collaboration, and continuous improvement. • Strategy Development: Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies. • Operational Excellence: Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics. • Customer Advocacy: Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings. • Team Development: Build and develop a high-performing support team through coaching, mentoring, and professional development initiatives. • Data-Driven Insights: Utilize data analytics and customer feedback to identify trends, opportunities for improvement, and areas for innovation in support delivery. • Budget Management: Manage the customer support budget effectively, optimizing resources and investments to achieve operational excellence and cost-efficiency. • Regulatory Compliance: Ensure compliance with relevant regulations and industry standards related to customer support and data privacy.

Requirements

• Experience: Minimum of 10 years of progressive experience in customer support or customer success roles within the cloud software industry, with at least 5 years in a leadership position that oversaw a team of at least 10. • Technical Knowledge: Deep understanding of cloud-based software solutions, SaaS platforms, and IT infrastructure. • Leadership Skills: Proven ability to inspire and lead a large, geographically dispersed team, with strong decision-making, problem-solving, and conflict resolution skills. • Customer Focus: Passion for delivering exceptional customer experiences and a strong commitment to customer advocacy. • Technology Evaluation Experience: A track record of leveraging technology to scale the Customer Support organization and drive efficiency and service levels for our customers. • Program Development: The candidate has developed Support programs that are tailored to differing customer populations and has driven support revenue through the programs. • Strategic Vision: Ability to develop and execute customer support strategies that align with business objectives and drive customer satisfaction and retention. • Communication: Excellent verbal and written communication skills, with the ability to interact effectively with customers, executives, and cross-functional teams.

Benefits

• Great mission-driven team members from diverse backgrounds with a strong company culture • Competitive pay • Flexible PTO • Paid company holidays • Yearly team off-sites • International travel opportunities • Medical, dental, and vision benefits (FSA, HSA & HRA options) • Basic & Voluntary Life Insurance • 401k employer match • Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot) • Commuter benefits • Work in an open environment on solutions that are reshaping the way businesses operate • Fun team events • Ability to have a big impact • 10 weeks of paid parental leave • Fitness reimbursement • Learning & development funds