VP of Customer Service

Role Description The VP of Customer Service is a full-time, remote leadership role responsible for developing and executing the customer service strategy across all channels. This role oversees customer service operations, including contact centers, support teams, and digital service touchpoints, ensuring a consistent, high-quality experience. Day-to-day responsibilities include setting performance goals, analyzing service metrics, leading initiatives to improve customer satisfaction and retention, and implementing best practices for customer experience. The VP will collaborate with cross-functional teams such as product, operations, and marketing to integrate customer feedback into business decisions and enhance service processes. This position also involves coaching and mentoring managers, shaping service policies, and driving technology-enabled solutions to scale customer support effectively.
Qualifications
Customer-focused leadership with strong experience in Customer Service and Customer Experience.
Proven track record improving Customer Satisfaction through strategic initiatives and operational excellence.
Advanced Analytical Skills to interpret customer data, KPIs, and contact center metrics for decision-making.
Hands-on experience managing Contact Centers, including staffing, workforce management, and performance optimization.
Demonstrated success in senior-level customer operations roles, preferably in product or service-based businesses.
Excellent communication, stakeholder management, and conflict-resolution skills.
Ability to lead distributed, remote teams and foster an inclusive, high-performance culture.
Bachelor’s degree in Business, Management, or a related field; advanced degree is a plus.
Experience implementing customer service technologies (CRM, ticketing systems, IVR, chat, and self-service tools).
Strong strategic thinking, change management, and project leadership capabilities.

Work arrangement
Yes