VP, Customer Support Leader

3 weeks ago


San Francisco, California, United States Roostify Full time

Lead the Way in Customer Support

At Roostify, we're revolutionizing the home lending experience, and we need a visionary leader to head our Client Delivery Team. As our VP, Customer Support, you'll be responsible for leading a team of experts to provide exceptional service and delivery of our SaaS platform to our clients.

Key Responsibilities:

  • Lead and manage the national client support team to ensure seamless issue resolution and application availability.
  • Monitor and improve SLA performance, working closely with product, engineering, and client success teams to deliver positive outcomes for existing customers.
  • Scale the organization based on well-defined metrics, aligning with client growth and expectations.
  • Lead major escalations through resolution and root cause analysis, ensuring timely and effective issue resolution.
  • Report to executive leadership on key client delivery KPIs, providing insights and recommendations for improvement.

Requirements:

  • 10+ years of related business and industry experience, with 5+ years leading client support teams.
  • Proven track record of success in financial services, with experience working with large banks and financial institutions.
  • Experience in SaaS delivery models, with a focus on B2B customer support.
  • Creative problem-solving skills, with the ability to think outside the box and propose innovative solutions.
  • Strong organizational skills, with the ability to work on multiple assignments simultaneously and meet deadlines.

What We Offer:

  • Competitive salary and equity packages.
  • Comprehensive health, dental, and vision plans.
  • 401K with match.
  • Flexible vacation time.
  • Tuition reimbursement program.
  • Bonus program.

Roostify is an Equal Opportunity Employer

We're committed to creating a diverse and inclusive workplace, where everyone feels valued and empowered to succeed. If you're passionate about delivering exceptional customer support and leading a team of experts, we encourage you to apply for this exciting opportunity.



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