Vice President of Global Customer

Role Description The Vice President of Global Customer is a full-time, remote leadership role responsible for defining and executing the global customer strategy for Heisenverse. This role oversees end-to-end customer experience across markets, including the design, implementation, and continuous improvement of customer journeys, policies, and processes. The Vice President leads and mentors regional and functional customer teams, sets performance goals, and ensures alignment with company objectives. Day-to-day responsibilities include analyzing customer data and feedback, driving initiatives to improve satisfaction and retention, partnering with product, sales, and operations to resolve customer pain points, and overseeing global contact center operations. This role also manages budgets, develops KPIs, prepares executive-level reports, and represents the customer voice in strategic decision-making.
Qualifications
Proven ability to drive Customer Satisfaction and Customer Experience initiatives across multiple regions.
Strong Analytical Skills for interpreting customer data, metrics, and feedback to inform strategy and decisions.
Extensive experience in Customer Service leadership, including building and scaling high-performance customer-facing teams.
Hands-on background in managing and optimizing Contact Centers, including technology, workflows, and quality standards.
Demonstrated track record in executive leadership roles, preferably in global or multi-market environments.
Excellent communication, stakeholder management, and collaboration skills, with the ability to influence at all levels.
Strategic thinking combined with a practical, results-oriented approach to problem solving and execution.
Experience working in remote, distributed teams and comfort with digital collaboration tools.
Bachelor’s degree in Business, Management, or a related field; an advanced degree (MBA or equivalent) is beneficial.
Background in technology, SaaS, or customer-centric industries is a plus.

Work arrangement
Yes