Vice President of Customer Support

About the CompanyLooking for a Vice President of Customer Support who will be responsible for handling the regional team, investigating and resolving customer enquiries and technical issues in a timely and professional manner through a structured and agreed methodology and by contractual service level agreements.ResponsibilitiesDevelop and implement a global customer support strategy aligned with the organization's overall goals and objectives.Provide strategic guidance and direction to the team, ensuring alignment with overall goals and objectives.Led, mentor, and managed the customer support team, including recruitment, training, and performance evaluations.Provide ongoing coaching, feedback, and performance evaluations to drive continuous -depth knowledge with Support and CRM tools such as JIRA ticketing system.Conduct root cause analysis for support escalations, identify trends, and implement corrective actions.Understand and manage the customer contractual service level agreements (SLA's) and identify areas for misalignment with the product roadmap and/or define opportunities for new development.Identify opportunities to improve customer experience by analyzing customer feedback, survey data, and industry best practices.Collaborate with cross-functional teams to address customer pain points and drive customer-centric improvements.Monitor and analyze customer support metrics and KPIs, such as response times, resolution rates, customer satisfaction scores, and customer retention.Use data-driven insights to identify areas of improvement and implement strategies to enhance performance.Work closely with other departments, such as product development, engineering, and operations, to ensure exceptional customer support across all touchpoints.Qualifications10+ years of experience in client-facing customer support positionProven experience in a senior customer support role, preferably as a VP of Customer Support or similar.Proven ability to manage complex projects and multiple priorities in a fast-paced environment.Strong analytical skills and experience with support metrics and data analysis.Strong leadership, strategic thinking, and communication skills.Ability to inspire and manage a team -depth understanding of customer support strategies, market dynamics, and industry best practices.EducationUniversity Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.CertificationIndustry certifications such ***** MCP, MSSE, MSCA CCNP, CCNA desired

Created: 2025-04-28