Vice President of Customer Support

About the Role

Sana Health Care is hiring a seasoned, service-driven Vice President of Customer Support to steer its worldwide support function. Reporting to the Chief Customer Officer or Chief Operating Officer, this executive will shape and run the customer support strategy, raise the standard of service delivery, strengthen global operations, and help ensure a consistently strong customer experience across every support channel.

This role has end-to-end oversight of Customer Support, Technical Support, Contact Center Operations, Knowledge Management, Customer Escalations, and Support Enablement. The position works closely with other teams to improve customer satisfaction, streamline operations, and build a culture of service excellence.

Key Responsibilities

• Design and implement a global customer support strategy that supports business goals and customer experience targets.
• Set policies, service standards, and operating practices that guide the support organization.
• Create support models that can scale with rapid growth and expansion into new markets.
• Launch strategic improvements that lift service quality, efficiency, and customer loyalty.
• Encourage a customer-first mindset across the company.
• Direct global support teams operating across regions and multiple service channels.
• Manage customer contact through phone, email, live chat, ticketing tools, and self-service platforms.
• Ensure prompt handling of questions, technical problems, complaints, and executive-level escalations.
• Oversee staffing plans, workforce scheduling, capacity planning, and resource allocation.
• Maintain compliance with SLAs and key support performance measures.
• Work with Customer Success, Product, Engineering, Operations, and Sales to improve the full customer journey.
• Review customer feedback and support patterns to uncover product and process improvement opportunities.
• Build and refine knowledge bases, self-service tools, and support documentation.
• Improve first-contact resolution, response speed, and overall support quality.
• Drive ongoing improvement programs focused on customer satisfaction and operational excellence.
• Define, track, and manage support KPIs such as CSAT, NPS, first response time, average resolution time, first contact resolution, SLA compliance, customer retention, and support quality score.
• Create executive-level dashboards and operational reporting.
• Use analytics to improve service outcomes and operating efficiency.
• Lead the adoption and optimization of support technologies and CRM platforms.
• Advance workflow automation, AI-assisted support, ticket routing, and knowledge base enhancements.
• Standardize support processes across business units and geographies.
• Assess new service technologies that can improve scale and customer experience.
• Recruit, coach, and develop support leaders and teams, including directors, managers, team leads, and specialists.
• Build a high-performing organization through mentoring, leadership development, and succession planning.
• Promote an accountable, collaborative, and customer-centric work environment.
• Support employee engagement and continuous learning initiatives.
• Partner with Product, Engineering, Customer Success, Sales, Marketing, Finance, IT, Legal, and Operations.
• Represent customer support priorities in executive leadership discussions.
• Ensure customer insights influence product development and operational improvements.
• Contribute to digital transformation and broader customer experience initiatives.

Qualifications

• A bachelor's degree in Business Administration, Communications, Information Technology, Management, or a related discipline is required.
• An MBA or master's degree is preferred.
• More than 20 years of progressive leadership experience in Customer Support, Technical Support, Customer Service, or Customer Operations.
• At least 10 years of executive or senior leadership experience managing global customer support organizations.
• Demonstrated success in building and expanding support teams within fast-growing companies.
• Deep knowledge of customer service strategy, support operations, workforce management, performance analytics, and service excellence.
• Strong leadership, communication, conflict-resolution, and stakeholder-management abilities.
• Highly analytical with strong operational judgment and problem-solving capability.

Preferred Skills

• Customer support leadership
• Customer service strategy
• Technical support management
• Contact center operations
• Service delivery management
• Workforce planning
• Customer experience management
• Process improvement
• Executive leadership
• Organizational development