VP Customer Support

4 weeks ago

Stanford, United States Uniphore Technologies Inc. Full time

**VP Customer Support / Technical Services**

Palo Alto / CCO Office Customer Support / Full-time **VP Customer Support / Technical Services** **Position Overview:** Responsible for overseeing the strategic direction and operations of our product and SaaS support teams, providing leadership and management of day-to-day operations, including customer service, quality control, and reporting. As a member of the Service Delivery leadership team, you will contribute to and help guide and implementation of our key strategic plans for global support, service operations and customer success. Ongoing operations of and refinements to the Global Support strategic plan are key areas of ownership for this role. As a key leader in our business, you will contribute to talent leadership, product feedback and evolution, service feedback and evolution and customer outcomes.

**Responsibilities** Build and execute an overall vision for Global Support with an accompanying strategic plan that is evergreen and evolves with our customers, company, and products Leadership of and assurance of ongoing operations of our global support organization. Ensures customer outcomes utilizing a mixture of strong engagement with customers and employees and monitoring and maintenance of key performance indicators Foster a service minded culture, demonstrate energy and enthusiasm with employees and customers and build teamwork Develop strong relationships with customers and serve as an escalation point for issues that impact customer success Lead and grow our Global Support function with a Talent First mindset recruiting excellent talent, developing talent, and scaling our team to meet the demands and challenges of our customers, company, and products Facilitate a high level of cooperation and communication between operational based teams and with all functions within the company Effectively communicate corporate and industry information to front line employees Define and manage to best in class support OKRs, KPIs, and SLAs Maintain expert knowledge of current technologies and trends with third party systems that provide Relativity leverage to scale and grow Global Support effectively Enhance employee product knowledge, training, and utilization Implement continuous improvement processes throughout the organization Identify, develop, and ensure implementations of standard practices and process improvements. Create and maintain standard operating procedures to support a repeatable and scalable business Identify technical issues and trends and advocate for improved product designs, improved telemetry that supports customer value and effective support operations

**Preferred Qualifications** 10+ years of software SaaS or cloud support delivery management and leadership experience Minimum Bachelors Degree, computer science or equivalent experience. Extensive knowledge in Contact Center technologies Exceptional leadership skills and the ability to build effective teams Exceptional mentor and coach that focuses on team development, productivity and excellence Effective written and verbal communications skills. Extensive experience creating premium support offerings and leading those teams Experience working in a Global Operating Model leverage influence and mandates to accomplish key outcomes Ability to manage multiple projects simultaneously and prioritize based on company objectives and critical deadlines Entrepreneurial experience and a willingness to make independent decisions

Uniphore is the global leader in Conversational Service Automation. The Companys vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. For more information on how Uniphore delivers business value using Conversational Service Automation, please visit

  • Technical Customer Support

    2 months ago

    Stanford, United States Skyflow, Inc. Full time

    **Technical Customer Support** at Skyflow Palo Alto, California, United States **Technical Program Manager** **About Skyflow** We are Skyflow, a Silicon Valley startup that has built the worlds first data privacy vault delivered as an API. Our mission is to transform how businesses handle and protect their users financial, healthcare, and personal...

  • Technical Services

    3 weeks ago

    Stanford, United States Uniphore Technologies Inc. Full time

    **Technical Services & Customer Support Ops Director** Palo Alto / Customer Engineering & Success Customer Success / Full-time Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries customer service, sales, HR, education and more. Whether they are human to human, human to machine or...

  • Customer Support Specialist

    4 weeks ago

    Stanford, United States Glooko Full time

    **Current Openings** **Client Services** **** US, Eastern Time Zone **Partner Management** **** Palo Alto, CA or Remote US **Program Management** **** Palo Alto, CA or Remote US **Product Development** **** US, Eastern Time Zone **** Remote US **** Remote US **** Remote US **** Remote US **** Remote US **** Palo Alto, CA or Remote US **** Remote US ****...

  • Customer Service Operator

    4 weeks ago

    Stanford, United States UTG, Inc. Full time

    Position Summary:Are you a customer service professional looking for an opportunity that offers flexibility and work-life balance? Join our team as a Customer Service Operator (CSO) and be a part of our innovative hybrid work model. As a CSO, you will be the first point of contact for client inquiries, providing exceptional service and support. This role...

  • Customer Experience Lead

    3 days ago

    Stanford, United States Victoria's Secret Full time

    **Description** **A Victoria’s Secret & Co Customer Experience Lead** is a values-based leader who delivers exceptional customer and associate experiences to drive and grow top-line sales. Based on store volume, this role reports to either the Store Manager or the Customer Experience Manager. **Primary Responsibility**: The Customer Experience Lead is...

  • technical support

    6 days ago

    Stanford, United States Randstad Full time

    technical support. stanford , california posted june 5, 2024 job details summary $22 - $23 per hour temp to perm high school category office and administrative support occupations referenceAB_4548201 job details We are a global leader in the world of imaging and optical products, celebrated for its commitment to innovation and excellence....

  • Customer Outreach Representative

    2 weeks ago

    Stanford, United States TMG Full time

    Are you ready to be part of a culture-forward business management firm that values diversity, inclusivity, and professional growth? Look no further! Our company prioritizes our team members' well-being and invests heavily in their training and development. As a Customer Outreach Representative, you'll have the opportunity to connect with consumers and team...

  • Business Development Representative

    1 month ago

    Stanford, United States Obsidian Security Full time

    About Us:Obsidian Security was founded in 2017 to solve the unaddressed blindspot of SaaS Security. SaaS applications provide the tools employees need to succeed and hold the business' most critical information. If those tools become unavailable or that data is jeopardized, there is a detrimental impact on the organization. Obsidian proudly offers the...

  • Customer Strategy Sr. Consultant

    4 days ago

    Stanford, United States Databook Full time

    Customer Strategy Sr. ConsultantLocation: Remote in the United States or Canada* *Remote employees requested to travel to Palo Alto, team offsites, and customer sites occasionally About Databook Databook's award-winning SRM platform leverages advanced AI and LLM technology to empower the world's largest B2B sales teams to create, manage, and maintain...

  • Customer Service

    2 days ago

    Stanford, United States Select Source International Full time

    Job DescriptionJob DescriptionJob Title: Customer Service - Facility managementLocation: Stanford, CA Duration: 3 Months Job Description:The Facilities Assistant reports to the Building Manager in support of the Hoover Institution Facilities Department and Mailroom.Primary responsibilities include but are not limited to: moving furniture and boxes; event...

  • Spa Support Attendant

    3 days ago

    Stanford, California, United States SkinSpirit Full time

    Celebrating 20 years of excellence, SkinSpirit is a top destination for aesthetic skincare and body-with over 40 locations nationwide. Our highly trained experts are the best in the industry-renowned for personalized service delivering safe, effective, medically-proven treatments and optimal results. SkinSpirit is here to ensure you find joy in your skincare...

  • Technical Support Specialist

    3 weeks ago

    Stanford, United States Stanford University Full time

    About Stanford Libraries The Stanford University Libraries (SUL) is a world-class, technology-oriented academic organization serving the needs of distinguished faculty, students and staff. With over 15 libraries and over 400 employees, we are committed to fueling teaching, learning and research across Stanford. The Libraries' values are rooted in a...

  • Technical Support Specialist

    4 weeks ago

    Stanford, United States Stanford University Full time

    About Stanford Libraries The Stanford University Libraries (SUL) is a world-class, technology-oriented academic organization serving the needs of distinguished faculty, students and staff. With over 15 libraries and over 400 employees, we are committed to fueling teaching, learning and research across Stanford. The Libraries' values are rooted in a...

  • Computing Support Analyst

    3 days ago

    Stanford, United States InsideHigherEd Full time

    Computing Support Analyst School of Engineering, Stanford, California, United States Information Technology Services Nov 28, 2023 Post Date 99341 Requisition #The School of EngineeringStanford Engineering has been at the forefront of innovation for nearly a century, creating pivotal technologies that have transformed the worlds of...

  • Customer Service Representative

    4 weeks ago

    Stanford, United States SSI Full time

    SELECT SOURCE INTERNATIONAL Select Source International (SSI) has been serving major corporations for more than 15 years. At SSI, we believe in building a corporation with only the strongest and most capable individuals. Our world-class consultants have the expertise to meet our clients’ demands. Here at SSI, we pride ourselves on the fundamental belief...

  • Customer Service Representative

    1 day ago

    Stanford, United States SSI Full time

    SELECT SOURCE INTERNATIONAL Select Source International (SSI) has been serving major corporations for more than 15 years. At SSI, we believe in building a corporation with only the strongest and most capable individuals. Our world-class consultants have the expertise to meet our clients’ demands. Here at SSI, we pride ourselves on the fundamental belief...

  • Named Account Manager

    4 weeks ago

    Stanford, United States Arista Networks Inc Full time

    Company DescriptionArista Networks is an industry leader in Cognitive Cloud Networking for mission critical data center and campus environments. Our award winning open source platforms change the way that organizations build, deploy and operate next generation networks. A lot of companies pay lip service to company values. At Arista, we take them seriously....

  • Research Office and Support Specialist, Emergency Medicine

    3 days ago

    Stanford, California, United States Stanford University Full time

    This position will be based on the Stanford campus and is a hybrid (working on-site and working from home) subject to operational need.Do you enjoy working as part of a team in a fast-paced social and innovative environment? Are you seeking to develop within an organization that is growing and on the cutting edge of emergency medicine research development?...

  • Senior Design Director, Investing and Design Systems

    3 weeks ago

    Stanford, United States Wealthfront Full time

    Wealthfront is looking for a Design Director to support two key product areas: Investing and Design Systems. Reporting directly to the VP of Design, this role is ideal for the design leader who enjoys working across strategy, vision, team, and operations. This is for someone who is excited about having impact through the scope and quality of decisions they...

  • Senior Design Director, Investing and Design Systems

    3 weeks ago

    Stanford, United States Wealthfront Full time

    Wealthfront is looking for a Design Director to support two key product areas: Investing and Design Systems. Reporting directly to the VP of Design, this role is ideal for the design leader who enjoys working across strategy, vision, team, and operations. This is for someone who is excited about having impact through the scope and quality of decisions they...