Vice President of Support Services

Vice President of Support Services
About the Role
The Vice President of Support Services will lead the company’s support services strategy, organization, and operating model, ensuring that internal and customer-facing support functions operate efficiently, consistently, and in alignment with business objectives.
This executive will establish scalable service frameworks, improve support quality and responsiveness, strengthen operational processes, and build a high-performing support organization. The role requires strong leadership, operational judgment, and the ability to balance service quality, efficiency, resource allocation, and business priorities.
The ideal candidate will bring extensive leadership experience in support services, customer operations, shared services, client services, business operations, or a related function, with a proven record of building teams, improving service delivery, and driving measurable operational results.
What You’ll Do
Support Services Strategy
Develop and execute the company’s overall support services strategy.
Establish service models, priorities, standards, and performance objectives.
Align support capabilities with business growth and organizational requirements.
Identify opportunities to improve service quality, efficiency, and scalability.
Service Delivery & Operations
Oversee day-to-day support service operations and delivery standards.
Establish consistent processes for service requests, issue resolution, escalation, and follow-up.
Improve response times, service quality, operational efficiency, and customer outcomes.
Monitor service performance and implement corrective actions when needed.
Support Organization Leadership
Build, lead, and develop a high-performing support services organization.
Establish organizational structures, responsibilities, performance expectations, and accountability.
Recruit, develop, and retain strong support services leaders and professionals.
Foster a culture of responsiveness, ownership, collaboration, and continuous improvement.
Process & Operational Excellence
Develop scalable support processes, workflows, policies, and operating procedures.
Identify service bottlenecks and opportunities to simplify or automate processes.
Establish standardized operating practices across support functions.
Continuously improve service efficiency and organizational productivity.
Performance Management & Analytics
Establish KPIs covering service quality, response times, resolution rates, productivity, customer satisfaction, and operational efficiency.
Develop reporting and dashboards to monitor support performance.
Use operational data and feedback to identify trends, risks, and improvement opportunities.
Provide executive leadership with clear performance analysis and recommendations.
Technology & Service Enablement
Evaluate and implement technologies that improve support delivery and operational visibility.
Partner with Technology and Operations teams to improve support systems and workflows.
Promote automation and self-service capabilities where appropriate.
Ensure support infrastructure can scale with business and customer growth.
Cross-Functional & Executive Leadership
Partner with Customer Success, Sales, Product, Technology, Operations, Finance, Risk, and other functions.
Coordinate resources to resolve complex operational and customer issues.
Represent support services in company-wide planning and strategic initiatives.
Provide executive leadership with recommendations regarding service capabilities, resources, and operational priorities.
Qualifications
Extensive leadership experience in support services, customer operations, client services, shared services, business operations, or a related function.
Proven ability to develop and implement support strategies that improve service quality, efficiency, responsiveness, and customer outcomes.
Demonstrated experience building, leading, and developing high-performing support or service organizations.
Strong understanding of service delivery, operational processes, escalation management, performance management, and continuous improvement.
Experience establishing service standards, operating frameworks, workflows, and performance measurement systems.
Strong analytical and problem-solving skills, with the ability to use operational data, customer feedback, and performance metrics to drive measurable improvements.
Proven ability to lead cross-functional initiatives and collaborate effectively with Customer Success, Sales, Product, Technology, Operations, Finance, Risk, and other business functions.
Strong strategic thinking, business judgment, and operational leadership capabilities.
Excellent executive communication, stakeholder management, negotiation, and relationship-building skills.
Demonstrated ability to influence senior stakeholders and drive organization-wide initiatives in complex and evolving environments.
Ability to balance strategic priorities with hands-on execution, service quality, resource constraints, and operational accountability.
Strong commitment to service excellence, operational efficiency, continuous improvement, and organizational performance.
Bachelor’s degree in Business, Management, Operations, Customer Service, or a related field preferred; an advanced degree is a plus.
Why Join Us
Executive-level opportunity to shape the company’s support services strategy and operating model.
Significant influence over service quality, operational efficiency, and organizational scalability.
Opportunity to build and develop a high-performing support services organization.
Direct partnership with executive leadership across business, technology, operations, and customer-facing functions.
High degree of ownership and autonomy in improving service capabilities and operational performance.
Opportunity to create measurable organizational impact within a growing financial technology environment.
Compensation Range
Base Salary: To be determined based on experience, qualifications, location, and overall compensation structure.
Additional compensation may include performance-based annual incentives, executive bonus opportunities, and/or equity-based compensation, depending on the overall compensation structure.
Benefits
Healthcare Plans: Medical, Dental & Vision Insurance
Retirement Plan: 401(k)
Paid Time Off (PTO)
Professional Training & Development
Leadership Development Opportunities
Wellness Resources

Work arrangement
Yes