Vice President of Support Services

Vice President of Support Services
About the Role
The Vice President of Support Services is a senior executive responsible for developing and leading the company’s overall support services strategy and operating model. This role ensures that support functions deliver consistent, responsive, and high-quality service while supporting broader business and customer objectives.
The VP of Support Services will establish service standards, operating processes, performance metrics, escalation frameworks, and organizational structures while working closely with Customer Experience, Operations, Product, Technology, Risk, Sales, and other business functions. The role will identify service gaps, improve operational efficiency, and ensure support teams are equipped to resolve issues effectively.
The ideal candidate combines strategic leadership with strong operational capabilities and has extensive experience building support organizations, improving service delivery, developing high-performing teams, and driving measurable improvements in service quality and organizational performance.
What You’ll Do
Support Services Strategy
Develop and execute the company’s overall support services strategy aligned with business and customer objectives.
Define service priorities, operating standards, performance expectations, and long-term support capabilities.
Establish scalable support models that can adapt to organizational growth and changing customer needs.
Evaluate service performance and identify opportunities to improve quality, efficiency, and responsiveness.
Service Operations & Delivery
Lead day-to-day support service operations and ensure consistent service delivery across channels.
Establish standardized workflows, procedures, service levels, and escalation processes.
Improve response times, resolution rates, service quality, and operational efficiency.
Identify recurring service issues and implement sustainable solutions.
Support Organization & Team Leadership
Build, lead, and develop high-performing support services teams.
Establish organizational structures, roles, responsibilities, performance expectations, and development programs.
Develop leadership capabilities and succession plans within the support organization.
Create a culture centered on accountability, responsiveness, service excellence, and continuous improvement.
Performance Management & Analytics
Establish KPIs and performance metrics covering service quality, response times, resolution rates, customer satisfaction, and operational efficiency.
Develop reporting and performance management systems to monitor support operations.
Analyze service data to identify trends, bottlenecks, recurring issues, and improvement opportunities.
Use performance insights to drive corrective actions and measurable improvements.
Escalation & Issue Resolution
Establish effective escalation frameworks for complex, sensitive, or high-priority customer and business issues.
Oversee the resolution of critical support cases and operational challenges.
Coordinate with Product, Technology, Operations, Risk, and other teams to resolve root causes.
Ensure significant issues are documented, analyzed, and addressed through sustainable improvements.
Process Improvement & Technology
Evaluate support processes and identify opportunities for automation, standardization, and efficiency improvements.
Partner with Technology and Product teams to improve support tools, systems, workflows, and knowledge resources.
Implement scalable processes that improve service consistency while reducing unnecessary operational complexity.
Promote the effective use of data and technology across support operations.
Cross-Functional Collaboration
Partner with Customer Experience, Sales, Product, Operations, Technology, Risk, Finance, and other functions to improve service outcomes.
Represent support requirements and operational insights in business and product decisions.
Lead cross-functional initiatives addressing major service challenges and opportunities.
Ensure support operations remain aligned with broader organizational priorities.
Executive Leadership
Partner with executive leadership on support strategy, service performance, operational risks, and organizational priorities.
Provide senior management with regular reporting on support performance, trends, risks, and improvement initiatives.
Recommend investments, organizational changes, and operational improvements based on business needs.
Maintain accountability for the overall performance and effectiveness of the support services organization.
Qualifications
Extensive leadership experience in support services, customer support, customer success, service operations, operations management, or a related function.
Proven ability to develop and execute support service 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 operations, customer support models, escalation management, service-level management, and operational performance.
Experience establishing support processes, service standards, performance frameworks, and operational controls.
Strong analytical and problem-solving skills, with the ability to use operational data and customer insights to identify opportunities and drive measurable improvements.
Proven ability to lead cross-functional initiatives and collaborate effectively with Product, Technology, Operations, Customer Experience, Risk, Sales, and other functions.
Experience implementing process improvements, automation initiatives, support technologies, or scalable service models.
Strong strategic thinking, business judgment, and operational leadership capabilities.
Excellent executive communication, stakeholder management, negotiation, and relationship-building skills.
Demonstrated ability to manage complex issues, influence senior stakeholders, and drive organization-wide initiatives.
Ability to balance strategic priorities with hands-on execution and operational accountability.
Strong commitment to service excellence, customer value, 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
Opportunity to shape the company’s support services strategy and operating model.
Direct influence on service quality, operational efficiency, and customer outcomes.
Opportunity to build and develop a high-performing support services organization.
Direct collaboration with executive leadership and key business functions.
Opportunity to lead technology, process, and service improvements at scale.
Professional Training & Development
Leadership Development Opportunities
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