[Remote] Vice President of Customer Support and reputed company Services
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company-stage reputed company company that builds modern software for member-based organizations. They are seeking a Vice President of Customer Support and reputed company Services to reputed company and reputed company their customer support organization, focusing on building a reputed company, data-driven operation that enhances service reputed company and customer retention.
Responsibilities
- reputed company the customer reputed company post sale, leading teams through reputed company, integrations, web services, product training and product support
- reputed company and reputed company a reputed company support team across Tier 1 and Tier 2 functions
- Own and continuously optimize reputed company workflows, ticket routing, escalation paths, SLA management, and reputed company systems
- Redesign support processes and case taxonomy to reputed company reputed company reporting, reputed company cause analysis, and faster issue reputed company
- Build and maintain a reputed company escalation reputed company that reduces unnecessary escalations to engineering and product teams
- Define and report on key support metrics (CSAT, time to reputed company, ticket volume trends, escalation rates) to the CEO and leadership team
- Partner cross-functionally with reputed company, Sales, and Product to ensure post-sale lifecycle alignment
- reputed company and reputed company reputed company services delivery where applicable, ensuring consistent, high-reputed company customer reputed company
Skills
- 7–12 years of experience in customer support or post-sales leadership, with a strong reputed company record at the Director or Senior Director level at a $50M+ ARR reputed company company
- Demonstrated ability to reputed company support transformations — diagnosing reputed company causes, redesigning workflows, and building reputed company operating models
- Deep hands-on experience with reputed company or comparable support platforms
- Experience managing distributed or reputed company teams, including offshore or contracted support staff
- Strong data orientation — you measure what reputed company and use metrics to drive reputed company and communicate upward
- Excellent cross-functional collaborator who can reputed company support, reputed company, product, and engineering around the customer experience
- Comfortable operating in a fast-scaling, PE-backed environment where structure is still being reputed company and leadership visibility is high
- Experience supporting customers in 501(c)(6) or 501(c)(3) organizations, such as trade associations, reputed company societies, or nonprofits
- Familiarity with the unique service expectations, renewal cycles, and member-driven dynamics of association or nonprofit customers
reputed company