Vice President of Global Customer Support

2 weeks ago

Atlanta, Georgia, United States Zenput Full time
About the Role

We are seeking a visionary leader to oversee our global customer support operations. As the Vice President of Customer Support, you will be responsible for designing and executing customer support strategies that ensure the highest levels of customer satisfaction and retention.

Key Responsibilities
  • Provide strategic direction and leadership to the global customer support team, fostering a culture of excellence, collaboration, and continuous improvement.
  • Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies.
  • Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics.
  • Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings.
  • Build and develop a high-performing support team through coaching, mentoring, and professional development initiatives.
  • Utilize data analytics and customer feedback to identify trends, opportunities for improvement, and areas for innovation in support delivery.
  • Manage the customer support budget effectively, optimizing resources and investments to achieve operational excellence and cost-efficiency.
  • Ensure compliance with relevant regulations and industry standards related to customer support and data privacy.

Requirements
  • Minimum of 10 years of progressive experience in customer support or customer success roles within the cloud software industry, with at least 5 years in a leadership position that oversaw a team of at least 10.
  • Deep understanding of cloud-based software solutions, SaaS platforms, and IT infrastructure.
  • Proven ability to inspire and lead a large, geographically dispersed team, with strong decision-making, problem-solving, and conflict resolution skills.
  • Passion for delivering exceptional customer experiences and a strong commitment to customer advocacy.
  • Ability to develop and execute customer support strategies that align with business objectives and drive customer satisfaction and retention.
  • Excellent verbal and written communication skills, with the ability to interact effectively with customers, executives, and cross-functional teams.

What We Offer
  • Great mission-driven team members from diverse backgrounds with a strong company culture.
  • Competitive pay.
  • Flexible PTO.
  • Paid company holidays.
  • Yearly team off-sites.
  • International travel opportunities.
  • Medical, dental, and vision benefits (FSA, HSA & HRA options).
  • Basic & Voluntary Life Insurance.
  • 401k employer match.
  • Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot).
  • Commuter benefits.
  • Work in an open environment on solutions that are reshaping the way businesses operate.
  • Fun team events.
  • Ability to have a big impact.
  • 10 weeks of paid parental leave.
  • Fitness reimbursement.
  • Learning & development funds.

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