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VP of Customer Support

New York
Job Type
13 Oct 2020

Reporting to the SVP of Enterprise & Customer Support, we are looking for a seasoned leader for our Support teams. The VP will oversee global operations of our 24x7 support teams who support users across all available Company plans and platforms.

What you'll do:

  • Run customer success teams at Company, including Tier 2 technical support, Enterprise support, and outsourced Tier 1 support, a team of 100+
  • Strategically manage cross-functional relationships with leaders in Product, Engineering, Legal and Marketing to advocate for users and influence major product rollouts and long-term product roadmap
  • Handle large customer success operating budget, with a focus on reducing expenses and cost per ticket across teams while maintaining customer satisfaction ratings
  • Optimize support operations and systems across phone, chat, email, etc, and make workflow adjustments
  • Own relationship with outside vendors including provider of entire Tier 1 and Tier 0 support for the company
  • Act as communication lead during emergency issues, such as site outages, whenever they may occur and divert support resources to minimize SLA breaches
  • Oversee the performance of the entire support organization: CSAT rating (95%), Help Center (95% self-serve), and Tier 1 volume (90% of tickets)

Skills and knowledge you should possess:

  • Over 10 years of experience in a support management role; experience in a SaaS business preferred
  • Shown experience running large, multi-tiered support organizations, managing and mentoring people managers
  • Experience overseeing a 24/7 global outsourced or remote workforce
  • Ability to see the big picture while understanding how even the most obscure support process contributes to it
  • Proven track record of executing on ambitious goals to elevate the customer support experience
  • Excellent communication and interpersonal skills (i.e., diplomacy) with both customers and internal partners
  • Experience building executive relationships and driving/influencing change with large, complex organizations
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  • Job Reference: 181963817-2
  • Date Posted: 13 October 2020
  • Recruiter: ExecuNet
  • Location: New York
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent