Vice President of Customer Service

Role Description This is a full-time remote role for a Vice President of Customer Service. The Vice President of Customer Service will lead the overall customer service function, developing and executing strategies to improve customer satisfaction, retention, and loyalty. Day-to-day responsibilities include overseeing contact center operations, defining performance metrics, and ensuring consistent service standards across channels. The role will involve analyzing customer data and feedback to identify trends, implementing process improvements, and collaborating with cross-functional teams such as operations, product, and sales to enhance the customer experience. The Vice President will also mentor and develop customer service leaders, manage budgets and resource planning, and report on key customer service KPIs to senior leadership.
Qualifications
Strong expertise in Customer Service and Customer Experience, with a track record of leading large, distributed teams.
Proven ability to drive Customer Satisfaction through strategic initiatives, service design, and continuous improvement programs.
Advanced Analytical Skills to interpret customer data, contact center metrics, and feedback, and translate insights into action.
Experience managing Contact Centers, including workforce planning, quality assurance, and technology optimization.
Demonstrated leadership in senior or executive-level customer service roles, preferably in fast-paced or high-growth environments.
Excellent communication, stakeholder management, and conflict resolution skills, with the ability to influence at all levels.
Familiarity with CRM and customer service platforms, contact center tools, and customer feedback systems.
Bachelor’s degree in Business, Management, or a related field; an advanced degree (e.g., MBA) is an advantage.
Experience leading remote or geographically dispersed teams and working effectively in a fully remote setting.

Work arrangement
No