VP of Customer Support
$200,000 USD Per Year
$100 USD PER HOUR AT 40 HOURS PER WEEK
DRIVE RADICALLY DIFFERENTIATED PROCESSES
DELIVER TOUGH HIGH VALUE GOALS
WORK WITH TOP 1% OF GLOBAL TALENT
The VP of Customer Support will lead the efforts to create a world-class customer support experience across our entire portfolio of enterprise software companies - as well as an additional 25-50 new acquisitions a year. You will take a scientific and metrics-based approach to centralize and deliver customer success measured through our NPS program.
The VP of Customer Support will drive a culture of continuous process improvement and weekly metrics progress - simultaneously increasing quality and efficiency. You will be tasked to staff your support management and support agents with elite global resources that are smart, technical and have a passion for solving customer issues. Up to fifty-percent of your team's time will be dedicated to our ‘pair support’ model where becoming an expert problem solver on new products is everyone’s job.
Building a deeply rooted culture of customer accountability and metric-based operational excellence within these teams - including world class hiring and coaching
Standardize a new product onboarding program for support that moves new acquired products into support in less than 90 days in such a way that performance targets are met from day-1 of go-live
Identify and drive cross-functional process improvement and automation initiatives that will simplify the current state, multiply organizational efficiency, and ultimately create ongoing economies of scale
Lead our global support organization, and be responsible for recruiting and developing a world class team of professionals and defining a service oriented culture, and establishing processes, systems, and training infrastructure to enable them to deliver fast and high quality solutions to customer questions and problems.
Create a culture of continuous improvement across the organization by establishing a clear set of operational metrics and targets for each critical business process within the company. The VP of Customer Support will work directly with the SVP and other functional leaders to establish stretch target and create operational improvement strategies to enable execution.
Lead our global, virtual model, to enable effective management of a large, globally distributed, multi-cultural team.
Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a year
10+ years experience managing 50+ person and 5+ people managers in a B2B or B2C multi-tiered global customer service environment - including helpdesk and highly technical support teams (phone, chat and email based) - with a track record of customer reported excellence across multiple products and technologies
Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience - you are a customer advocate of the highest order
A deeply operational mindset - you dive into details, make decisions based on data, relentlessly measure and test, and hold people accountable for fact-based results
A strategic organizational outlook - you quickly understand and align clearly with the company’s vision for the support organization. You are able to quickly provide strategic input to the executive layer for any part of the organization you are responsible.
Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
Vice President of Customer Support Career Ladder