Vice President of Customer Support

Position Overview
We are seeking an experienced Vice President of Customer Support to take full responsibility for the company's customer support strategy, operational management, and team building.
This role involves establishing and refining customer support systems, service standards, operational workflows, and performance management mechanisms to ensure a stable, efficient, and consistent service experience for customers. The position requires close collaboration with Sales, Marketing, Product, Operations, and Customer Experience teams, as well as senior management, to translate customer feedback into opportunities for business improvement.
The ideal candidate possesses extensive experience in customer service management, exceptional team leadership, and strong cross-functional coordination skills, with the ability to continuously enhance support efficiency and customer satisfaction while maintaining high service quality.
Key Responsibilities
Develop and execute the company's overall customer support strategy and long-term development plan.
Establish operational standards, service workflows, and management policies for the customer support department.
Assume full responsibility for the daily operations, organizational management, and performance of the customer support team.
Implement mechanisms for receiving, tracking, escalating, and resolving customer issues.
Oversee the handling of customer inquiries, service requests, and issues to ensure timely responses.
Establish and continuously optimize service standards and quality management systems for customer support.
Analyze customer feedback, service data, and customer needs to identify key issues and opportunities for improvement.
Collaborate with the product team to incorporate customer feedback into product and service improvement plans.
Partner with Sales and Marketing teams to ensure a consistent support experience across all stages of the customer journey.
Work with Operations and Customer Experience teams to optimize service workflows and internal collaboration mechanisms.
Define Key Performance Indicators (KPIs) and establish a management reporting system for the customer support department.
Regularly report on support performance, issue trends, and improvement plans to senior management.
Manage the department's annual budget, staffing, and resource planning.
Oversee external service providers, customer service partners, and relevant service agencies.
Drive the standardization of support processes to enhance team efficiency and service consistency.
Implement an escalation mechanism to ensure critical and complex issues are addressed promptly.
Develop training programs to enhance staff professional capabilities and service quality.
Recruit, mentor, coach, and develop the customer support management team and key personnel.
Foster a customer-centric departmental culture and a mechanism for continuous improvement.
Continuously adjust support strategies and operational models in response to changing customer needs and business growth. Qualifications
Bachelor’s degree or higher; majors in Business Management, Marketing, Operations Management, Customer Service, or related fields are preferred.
Over 20 years of work experience in customer support, customer service, customer operations, customer experience, or related areas.
Over 10 years of experience managing customer support teams or large-scale customer service organizations.
Practical experience in formulating and executing enterprise-level customer support strategies.
Familiarity with customer service workflows, service quality management, issue escalation processes, and performance management systems.
Strong capabilities in data analysis, organizational management, and problem-solving.
Excellent communication, presentation, and cross-departmental coordination skills.
Experience in budget management, workforce planning, and resource allocation.
Ability to communicate effectively with senior management and heads of various departments.
Strong business acumen and execution capabilities.

Work arrangement
No