VP of Customer Service

VP of Customer Service
💼 Responsibilities
Lead the company’s global customer service strategy, ensuring consistent, high-quality service across all customer touchpoints and communication channels.
Develop and implement customer service policies, processes, standards, and performance frameworks aligned with business objectives.
Oversee day-to-day customer service operations, including service delivery, escalations, issue resolution, and customer support performance.
Establish and monitor key customer service metrics, including customer satisfaction, response time, resolution time, retention, service quality, and operational efficiency.
Analyze customer feedback, complaints, service trends, and operational data to identify improvement opportunities and recurring issues.
Partner closely with Sales, Marketing, Product, Operations, Technology, Risk, and Compliance teams to improve the overall customer experience.
Implement scalable customer service technologies, CRM platforms, automation, AI-enabled solutions, and self-service capabilities to improve efficiency and service quality.
Develop customer escalation and issue-resolution frameworks to ensure complex customer concerns are addressed quickly and effectively.
Lead workforce planning, capacity management, staffing strategies, and performance management for customer service operations.
Build, mentor, and develop high-performing customer service leadership and support teams.
Establish continuous improvement programs to streamline workflows, reduce service costs, and enhance customer satisfaction and loyalty.
Provide executive leadership with regular reports and recommendations regarding customer service performance, operational risks, customer trends, and improvement initiatives.
🎓 Experience Requirements
15+ years of progressive experience in customer service, customer operations, customer experience, or a related field.
8+ years of senior-level leadership experience managing large-scale or global customer service organizations.
Proven experience developing and implementing customer service strategies, operating models, service standards, and performance management systems.
Extensive experience managing customer support operations, escalations, workforce planning, service quality, and operational performance.
Demonstrated experience using CRM systems, customer analytics, automation, AI-enabled tools, and digital service platforms.
Proven ability to collaborate effectively with C-suite executives and cross-functional leadership teams.
Experience building, leading, and developing high-performing customer service organizations.
Strong strategic planning, operational management, problem-solving, communication, and customer relationship management skills.
Bachelor’s degree in Business Administration, Management, Communications, or a related field required; MBA or relevant advanced qualification preferred.

Work arrangement
Yes