Senior Vice President, Chief Customer Support Officer

Summary/objective

A Senior Vice President, Chief Customer Support Officer is a high-level executive responsible for overseeing all aspects of customer support and ensuring a positive customer experience.

Core Job Duties

• Strategic Leadership: Develop and implement customer support strategies that align with the company's overall goals and objectives.

• Team Management: Lead and manage the customer support team, including hiring, training, and professional development.

• Customer Experience: Ensure a seamless and positive customer experience across all touchpoints.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support operations.

• Escalation Management: Handle escalated customer issues and work to resolve them promptly and effectively.

• Cross-Functional Collaboration: Work closely with other departments, such as sales, marketing, and product development, to ensure customer feedback is integrated into business processes.

• Technology and Tools: Oversee the selection and implementation of customer support tools and technologies to enhance service delivery.

• Budget Management: Manage the customer support budget, ensuring efficient use of resources.

• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance customer support operations.

Job Complexity

Guides and inspires others to work with abstract ideas or situations across functional areas of the business. Sets strategy and guides senior leaders in identifying and evaluating fundamental issues and direction for business unit(s). Requires in-depth knowledge of the business unit, business strategies, and the company's goals.

Interaction

Interacts internally and externally with executive and C-Level level management, requiring negotiation of extremely critical matters. Influences policymaking.

Supervision

Directs and controls the activities of one or more business unit, division, product groups or service areas through senior leaders who have overall responsibility for the successful operation of those assigned areas. Clear expertise as a leader and operator.

Experience

Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience. May require advanced degree.

Scope

Sets direction, strategy, and vision for business unit(s). Holds senior leaders accountable for results. Helps shape, exemplify, and hold senior leaders accountable to the management standards of the company. Approves corporate and/or organizational policies and authorizes their implementation. Inspires senior leaders to develop innovative concepts and promote new ideas. Drives meaningful impact and improvements across multiple functions or business units; strategically plans for how people and processes scale.

Discretion

Erroneous decisions will have a significant long-term effect on the company's success.

Minimum Qualifications

• Leadership and Management: Strong leadership skills with the ability to inspire and motivate a team.

• Communication: Excellent verbal and written communication skills.

• Problem-Solving: Strong analytical and problem-solving abilities.

• Customer Focus: Deep understanding of customer needs and a commitment to delivering exceptional service.

• Technical Proficiency: Familiarity with customer support software and tools.

• Financial Acumen: Experience with budgeting and financial management.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds. 

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Salaried, Exempt

Location

Remote

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