Vice President of Customer Service

Role Description The Vice President of Customer Service is a full-time, remote role responsible for designing and leading Hypernova Fund’s customer service and portfolio support strategy. This role oversees the end-to-end customer experience for founders and partners, including contact center operations, support workflows, and service-level management. Daily responsibilities include analyzing customer satisfaction metrics, identifying process improvements, and implementing data-driven initiatives to elevate service quality. The VP will build and manage a high-performing customer service team, establish best practices, and collaborate with investment, operations, and technology teams to ensure a consistent, high-value experience across all touchpoints. This position also leads strategic projects to scale customer service capabilities as the fund and portfolio grow.
Qualifications
Strong expertise in Customer Service and Customer Experience, with a track record of building and leading high-performing service organizations.
Demonstrated ability to drive Customer Satisfaction through structured programs, feedback loops, and continuous improvement initiatives.
Advanced Analytical Skills, including experience with metrics, dashboards, and data-driven decision-making for service operations.
Hands-on experience managing Contact Centers or distributed support teams, including tools, processes, and performance management.
Proven leadership experience in a senior customer-facing role, ideally within financial services, technology, or startup ecosystems.
Exceptional communication, stakeholder management, and relationship-building skills across diverse internal and external audiences.
Ability to work effectively in a remote, global environment, with strong organizational and time-management skills.
Bachelor’s degree in business, communications, or a related field; advanced degree or relevant certifications in customer experience or operations are an advantage.

Work arrangement
Yes