Vice President of Customer Support

Vice President of Customer Support
Position Summary
We are seeking an experienced, strategic, and customer-focused Vice President of Customer Support to lead the company's global Customer Support organization and drive service excellence, customer satisfaction, operational efficiency, and customer retention.
The VP of Customer Support will develop and execute a scalable customer support strategy covering Customer Service Operations, Support Delivery, Service Quality, Escalation Management, Workforce Management, Support Technology, Performance Analytics, and Voice of the Customer.
This executive will work closely with Customer Success, Product, Engineering, Sales, Marketing, Operations, and Executive Leadership to ensure customers receive timely, consistent, and high-quality support throughout the customer lifecycle.
Key Responsibilities1. Customer Support Strategy
Develop and execute the company's global Customer Support strategy.
Establish customer service standards, policies, processes, and performance objectives.
Align support strategy with customer experience and business objectives.
Develop scalable support models for different customer segments and service requirements.
Continuously improve the overall customer support operating model.
2. Customer Support Operations
Lead day-to-day global Customer Support operations and service delivery.
Establish efficient workflows for case management, issue resolution, and customer communications.
Optimize support processes, response times, resolution rates, and service efficiency.
Establish service-level agreements (SLAs) and operational performance standards.
Ensure consistent support delivery across regions and customer segments.
3. Service Quality & Customer Experience
Establish and monitor customer service quality standards.
Develop programs to improve Customer Satisfaction (CSAT) and customer experience.
Analyze support interactions to identify service quality opportunities.
Implement quality assurance and continuous improvement programs.
Ensure customer interactions reflect the company's service standards and values.
4. Escalation & Issue Management
Establish comprehensive customer escalation management processes.
Oversee resolution of complex, high-impact, and executive-level customer issues.
Coordinate cross-functional teams to resolve critical customer problems.
Identify recurring issues and develop preventative solutions.
Provide executive leadership with visibility into critical customer risks and escalations.
5. Support Technology & Automation
Lead the selection, implementation, and optimization of Customer Support technologies.
Improve case management, knowledge management, self-service, and automation capabilities.
Evaluate AI, automation, and digital support solutions to improve service efficiency.
Establish scalable support technology infrastructure.
Partner with Technology and Product teams to improve customer support systems and tools.
6. Support Performance & Analytics
Establish and monitor Customer Support KPIs and performance dashboards.
Track response time, resolution time, case volume, SLA compliance, CSAT, and customer retention.
Analyze support trends and customer service data to identify improvement opportunities.
Establish performance reporting for executive leadership.
Use data and analytics to improve service quality, productivity, and operational efficiency.
7. Workforce & Resource Management
Develop global Customer Support workforce and capacity planning strategies.
Determine staffing requirements based on customer demand and business growth.
Establish training, onboarding, performance management, and development programs.
Optimize workforce utilization and support resource allocation.
Build a strong pipeline of Customer Support leaders and professionals.
8. Customer Feedback & Voice of the Customer
Establish Voice of the Customer (VoC) programs across support channels.
Analyze customer feedback, complaints, service requests, and recurring issues.
Partner with Product, Customer Success, and Engineering to address customer pain points.
Translate support insights into actionable product and process improvements.
Ensure customer feedback is incorporated into broader customer and business strategies.
QualificationsEducation
Bachelor's degree in Business Administration, Customer Experience, Operations, Communications, Information Technology, or a related field.
MBA or Master's degree preferred.
Experience
20+ years of progressive experience in Customer Support, Customer Service, Customer Success, Operations, or related functions.
10+ years of senior leadership experience managing Customer Support organizations.
Proven experience building and scaling global Customer Support operations.
Strong experience with service quality, customer satisfaction, escalation management, workforce planning, and support analytics.
Experience implementing Customer Support technologies, automation, and operational processes.
Demonstrated ability to communicate effectively with C-suite executives and senior stakeholders.
Core Competencies
Customer Support Management
Customer Service Strategy
Customer Experience
Support Operations
Service Quality Management
Customer Satisfaction
Escalation Management
Customer Retention
Voice of the Customer
Support Analytics
Workforce Management
Resource Planning
Support Technology
Process Optimization
Operational Excellence
Performance Management
Stakeholder Management
Cross-Functional Leadership
Executive Leadership
Strategic Planning

Work arrangement
No