Vice President of Customer Service

Role Description The Vice President of Customer Service is a full-time, remote leadership role responsible for developing and executing the overall customer service strategy for Advertise It. This role oversees customer service operations, including contact center performance, service quality standards, and customer experience initiatives across all touchpoints. The Vice President will lead, mentor, and develop customer service teams, set KPIs, and implement processes to improve customer satisfaction and retention. Day-to-day responsibilities include reviewing performance metrics, conducting root-cause analysis on service issues, collaborating with cross-functional leaders, and ensuring that feedback from clients is captured and translated into service improvements. The role also involves budget and resource planning, vendor and technology management for customer support tools, and presenting regular reports and recommendations to senior leadership.
Qualifications
Strong expertise in Customer Service and Customer Experience, with a track record of designing and leading customer-centric programs.
Proven ability to drive Customer Satisfaction through structured service excellence frameworks and continuous improvement initiatives.
Advanced Analytical Skills to interpret customer data, operational metrics, and contact center reports, and convert insights into action.
Experience managing Contact Centers (in-house or outsourced), including workforce management, quality assurance, and technology platforms.
Demonstrated leadership experience in senior customer service or operations roles, preferably in a marketing, advertising, or SaaS environment.
Excellent communication, negotiation, and stakeholder management skills, with the ability to influence at executive levels.
Proficiency with CRM and customer support systems, dashboards, and reporting tools.
Bachelor’s degree in Business, Communications, Marketing, or a related field; advanced degree (MBA or similar) is a plus.
Ability to thrive in a remote environment, manage distributed teams, and work across time zones.

Work arrangement
Yes