VP, Customer Support

**VP, Customer Support**

at Roostify Remote USA **Who We Are**

At Roostify, we are a team of innovative thinkers on a mission to reinvent the home lending experience. We believe that home lending should be a fair, fast, and transparent experience for lenders and homebuyers. So, we designed an innovative platform that simplifies the lending experience and empowers lenders to support their clients during one of the most significant milestones of their lives. Currently, Roostify is used by the largest lenders in the country to improve lending experiences every day.

**Challenges You Will Solve**

As an integral leader of the Client Delivery Team, you will lead the customer support team to provide continuous service and delivery of the Roostify SaaS platform to our clients. This includes leading a team dedicated to meeting client SLAs for issue resolution, troubleshooting, coordinating with sustaining engineering teams to resolve client defects and delivering release updates to client environments. You will also serve as an escalation point for critical customer issues and provide a steady presence to our clients. You also will be looking ahead at what is to come, anticipating our client needs, and leading Roostify through necessary change to meet our clients expectations.

**What Youll Do**

* Lead & manage the national client support team

* Monitor SLA performance for issue resolution & application availability

* Coordinate across product, engineering and client success to deliver positive outcomes for existing customers

* Scale organization based on well defined metrics in line with client growth

* Lead all major escalations through resolution & root cause analysis

* Report to executive leadership on all major client delivery KPIs

**What Youll Bring**

* 10+ years of related business and industry experiences

* 5+ years leading client support teams

* **Financial services experience is required.** Working with large banks and financial institutions, mortgage specific a big plus

* Experience in SaaS delivery models is required

* B2B focus

* Creative, flexible thinker who is willing to take initiative and share alternative solutions with peers and management

* Passionate about Roostifys customers, willing to go the extra mile to ensure the highest level of customer satisfaction

* Strong organizational skills with ability to work on multiple assignments simultaneously and complete them within established deadlines

* A positive attitude when faced with challenges and a drive to overcome barriers

* We like cover letters. If you want to outline specifics above that'd be ideal

*Roostify is a work from anywhere USA forever company. HQ is located in San Francisco, CA.*

**Benefits & Perks**

At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive. Here are some of the benefits were proud to offer our full-time team members:

* Competitive Salary & Equity Packages

* Health, Dental, and Vision Plans

* 401K with match

* Flexible Vacation Time

* Tuition Reimbursement Program

* Bonus Program

**Roostify is an Equal Opportunity Employer**

At Roostify, we put people first. We strive to provide the best experiences to our employees and candidates. We consider applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Recruiting agency submittals not considered at this time, any unsolicited resumes will be considered gifts and no fee will be due.

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As set forth in Roostifys Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

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* Intellectual