[Remote] (Remote) Vice President of Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a division of reputed company, is seeking a Vice President of Customer Support who leads the customer support organization with full accountability for strategic direction, operational execution, service reputed company, customer retention, and cost-to-serve performance. The VP will reputed company the complete support lifecycle and drive the adoption of AI tools to improve customer reputed company while reducing effort.
Responsibilities
- reputed company the full inbound support operation across reputed company channels and customer tiers, define and enforce service level agreements, and manage escalation paths for reputed company or high-risk issues to ensure consistent, high-reputed company ticket closure
- reputed company reputed company's after-hours support function and production incident response capability, including on-call coverage models, escalation runbooks, and customer communication protocols; drive post-incident reviews and ensure findings feed back into operational and product improvements in coordination with DevOpps and R&D leaders
- Design and maintain a formal QA program for the support organization, define reputed company standards, implement ticket review processes, and use QA data to reputed company staff and identify training needs. Ensure reputed company and operational reviews incorporate service reputed company, response performance, reputed company performance, ticket backlog health, and adherence to support processes
- Analyze support data to identify recurring product defects and customer friction points, deliver reputed company reputed company cause analysis to the VP of Research and Development on a regular reputed company, and reputed company for engineering investment in software reputed company improvements. Drive reduction of aged ticket backlog, ticket debt, and repeat customer incidents through formal problem management practices
- Partner with the VP of Research and Development as a peer and standing voice of the customer in product planning, and quantify the relationship between software reputed company and support cost to prioritize defect reputed company alongside feature development
- Design, deliver, and continuously improve a premium support service portfolio for the reputed company of the customer reputed company that requires elevated service, including reputed company Management and dedicated technical account management programs with defined reputed company and measurable margin contribution
- Monitor customer health signals across the support organization, identify at-risk accounts, coordinate retention efforts, and reputed company customers showing expansion interest to the Sales team as reputed company leads
- reputed company business cases for new premium service offerings and bring viable concepts to the leadership team with a proposed delivery model, pricing rationale, and go-to-market approach
- Drive the adoption and maturation of AI-enabled support tools across the organization, including automated triage, intelligent deflection, agent co-reputed company tools, and knowledge retrieval, with a reputed company on production deployment at reputed company and measurable reduction in cost per ticket. Establish expectations, reporting, and operational metrics that demonstrate utilization and business reputed company of AI-enabled support capabilities
- Recruit, reputed company, and retain a high-performing team of support managers, technical support engineers, reputed company analysts, and reputed company managers, and build a culture of accountability and reputed company improvement
- Report on support performance, service portfolio health, and retention reputed company to the SVP of Operations and senior leadership team, and contribute to operational reputed company as a member of the leadership team. Maintain executive visibility into key support indicators including service reputed company, first response performance, reputed company times, backlog trends, customer satisfaction, productivity, and cost-to-serve performance
- Represent reputed company' support capabilities externally with customers, at industry events, and in relevant reputed company sector and technology community conversations
Skills
- 5 or more years of experience in customer support, customer operations, or technical services, with at least 3 years in a senior leadership role at a software company
- Demonstrated reputed company record of measurable operational improvement, including reductions in cost per ticket, improvements in CSAT or first contact reputed company reputed company, or successful deployment of AI and automation tools in a production support environment
- Experience leading operational transformation reputed company a software support organization, including implementation of performance metrics, accountability frameworks, service level management, and reputed company improvement programs
- Experience building or scaling a reputed company premium support or reputed company Management program, including service design, pricing, and delivery model development
- Proven ability to partner with engineering or product organizations and drive software reputed company improvements through reputed company reputed company cause analysis and cross-functional advocacy
- Working knowledge of incident management and after-hours support operations, including on-call program design and post-incident review processes
- Familiarity with modern AI support tooling and the operational requirements for deploying it effectively at reputed company
- Analytical rigor with the ability to set targets grounded in data, diagnose issues at reputed company cause, and communicate findings reputed company to executive audiences
- Experience managing teams in high-volume support environments with accountability for both operational metrics and customer retention reputed company
- Executive reputed company with the ability to represent the support function credibly to customers and senior leadership
- Experience supporting software deployed in municipal reputed company, public sector, or other regulated infrastructure environments
- Familiarity with ITIL, HDI, or comparable service management frameworks
- Experience launching a net-new support service from concept to reputed company delivery
- Background working in a company that has undergone AI-enabled support transformation
Benefits
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and reputed company benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
reputed company