Vice President of Customer Service

Vice President, Customer Service
Location: United States | Full-Time | Remote / Hybrid / On-site
Reports To: Chief Operating Officer
About the Role
We are looking for a Vice President, Customer Service to lead the organization’s customer service strategy, service operations, and overall customer support experience.
This is a senior leadership role responsible for building a scalable customer service organization, establishing service standards, improving response and resolution processes, and ensuring customers receive consistent, professional, and efficient support across all channels.
You will work closely with executive leadership and partner across Operations, Product, Technology, Compliance, Risk, Marketing, Business Development, and Finance. The role will have significant influence over customer service processes, support systems, service quality, customer communication, escalation management, and performance standards.
The ideal candidate combines strong customer service leadership experience with operational discipline, data-driven decision-making, and the ability to build a high-performing service organization in a fast-moving environment.
Responsibilities
• Lead the overall Customer Service function and establish a clear service strategy aligned with business objectives and customer needs.
• Build and scale customer service operations, including team structure, workflows, service standards, escalation procedures, and performance management.
• Establish customer service policies, procedures, service-level standards, quality requirements, and operating guidelines.
• Oversee customer inquiries, account-related requests, transaction issues, technical support coordination, complaints, and other customer service matters.
• Develop and monitor service-level agreements (SLAs), response times, resolution times, first-contact resolution, customer satisfaction, and other key service metrics.
• Establish effective escalation processes for complex, sensitive, or high-priority customer issues.
• Work closely with Compliance, Risk, and Legal to ensure customer service processes appropriately handle regulatory, account, verification, and documentation requirements.
• Partner with Product and Technology teams to identify recurring customer issues and improve products, platforms, workflows, and self-service capabilities.
• Analyze customer feedback, support tickets, complaints, and service trends to identify operational improvements and recurring issues.
• Develop executive-level customer service dashboards, KPIs, reports, and performance reviews.
• Establish quality assurance programs to monitor service interactions, consistency, professionalism, accuracy, and policy adherence.
• Implement customer service tools, CRM platforms, ticketing systems, knowledge bases, automation, and AI-enabled support solutions where appropriate.
• Develop customer communication standards for account issues, platform updates, service interruptions, operational changes, and other customer-facing situations.
• Partner with Operations and Technology teams to coordinate responses to platform incidents, transaction issues, outages, and other service disruptions.
• Establish processes for managing customer complaints, disputes, escalations, and sensitive cases in a timely and consistent manner.
• Identify opportunities to improve customer retention, engagement, service efficiency, and overall customer experience.
• Develop training, onboarding, coaching, and professional development programs for customer service teams.
• Establish workforce planning, staffing models, scheduling, capacity planning, and resource allocation appropriate for customer demand.
• Monitor service costs, productivity, staffing efficiency, and operational performance while maintaining appropriate service quality.
• Support the development of customer service policies for different customer segments, products, markets, and service channels.
• Build, lead, and develop a high-performing Customer Service organization as business requirements expand.
• Maintain a strong culture of customer focus, accountability, professionalism, responsiveness, and continuous improvement.
What We're Looking For
We are looking for a senior customer service leader who understands how to build scalable support organizations while maintaining high standards for customer experience, operational efficiency, and service quality.
The strongest candidates will typically have:
• 20+ years of progressive experience in customer service, customer operations, client services, support operations, or a related field.
• Significant senior leadership experience as a VP of Customer Service, Head of Customer Service, Head of Customer Experience, Director of Customer Operations, or equivalent role.
• Demonstrated experience building, scaling, and managing customer service organizations in a growing company.
• Strong understanding of customer support operations, service-level management, escalation management, quality assurance, workforce planning, and performance management.
• Experience developing customer service processes, policies, workflows, KPIs, and operational standards.
• Strong experience using customer service metrics and data to identify performance gaps and drive operational improvements.
• Experience managing CRM, ticketing, customer support, knowledge management, workforce management, or other service technology platforms.
• Demonstrated experience leading large or distributed customer service teams across multiple channels, markets, or customer segments.
• Experience working closely with Product, Technology, Operations, Compliance, Risk, Marketing, and other cross-functional teams.
• Strong understanding of customer complaints, disputes, escalations, sensitive customer situations, and service recovery processes.
• Strong analytical and problem-solving skills, with the ability to translate customer feedback and operational data into practical improvements.
• Excellent communication and leadership skills, with the ability to manage both executive stakeholders and frontline teams.
• Strong organizational skills and the ability to operate effectively in a fast-moving, build-stage environment.
• Experience developing managers and creating clear career progression, training, coaching, and performance management structures.
• Bachelor's degree in Business, Communications, Operations, Management, Marketing, or a related field preferred.
Experience in cryptocurrency, digital assets, financial services, fintech, payments, brokerage, trading, banking, or other regulated customer-facing industries is a plus, but it is not required.
We are also interested in candidates from technology companies, fintech platforms, e-commerce businesses, SaaS companies, financial institutions, telecommunications, marketplaces, and other high-volume customer service environments.
Location and Work Arrangement
This position is based in the United States. The company offers remote, hybrid, and on-site working arrangements depending on the individual, location, and business needs.
Travel may be required as needed for leadership meetings, customer service reviews, training, operational planning, team meetings, and industry events.
Compensation and Benefits
The company offers a competitive executive compensation package, including:
• Competitive executive base salary
• Annual performance-based incentive
• Equity appreciation opportunities
• 401(k) retirement benefits
• Medical, dental, and vision insurance
• Paid time off and company holidays
• Professional development and industry training
• Reimbursement for approved business travel
Final compensation will depend on experience, qualifications, and the scope of the role.

Work arrangement
Yes