Vice President of Customer Support

About the opportunity

Overhaul Health is hiring a senior leader to head its worldwide customer support function. This executive role is responsible for shaping service strategy, elevating support quality, and ensuring a consistently strong customer experience across the full customer lifecycle. The position reports to the Chief Customer Officer or Chief Operating Officer and is central to building a support organization that can grow with the business.

The right person will bring extensive experience in customer support leadership, technical support, workforce planning, and service excellence. The role calls for a customer-focused operator who can improve loyalty, streamline operations, and help drive long-term company growth.

Customer support strategy

• Create and implement a global customer support plan that supports broader business goals.
• Set service expectations, operating policies, and best-practice standards for the support team.
• Design processes that can scale as the company expands into new markets.
• Encourage a culture centered on customer responsiveness, high-quality service, and ongoing improvement.
• Lead programs aimed at strengthening customer satisfaction, retention, and overall service performance.

Global support operations

• Manage daily customer support activity across regions and time zones.
• Oversee assistance provided through phone, email, live chat, ticketing tools, and self-service channels.
• Make sure customer questions, technical issues, complaints, and escalations are handled quickly and effectively.
• Improve staffing plans, scheduling, workforce allocation, and resource use.
• Ensure the team consistently meets SLAs and other operational targets.

Customer experience improvement

• Work with Customer Success, Product, Engineering, and Operations to improve the end-to-end customer journey.
• Review customer input and support patterns to uncover product and process improvement opportunities.
• Build stronger knowledge management and self-service capabilities.
• Lead improvement efforts that lower support demand and increase first-contact resolution.

Performance management and analytics

• Define and track key support metrics such as CSAT, NPS, first response time, average resolution time, first contact resolution, SLA compliance, and customer retention.
• Create executive-level dashboards and operational reports.
• Use performance data to improve team productivity and operational efficiency.

Technology and process optimization

• Oversee implementation and tuning of customer support technology and CRM systems.
• Improve ticket handling, workflow automation, AI-assisted support, and knowledge base tools.
• Standardize documentation and support procedures across all global teams.
• Assess and adopt new solutions that improve scalability and service quality.

Leadership and talent development

• Hire, coach, and manage Customer Support Directors, Managers, Team Leads, Technical Support Engineers, and Support Specialists.
• Develop training, coaching, and succession-planning initiatives for future leaders.
• Build a culture of ownership, collaboration, innovation, and continuous learning.
• Develop a diverse, high-performing support organization capable of serving global operations.

Cross-functional collaboration

• Partner with Product, Engineering, Sales, Customer Success, Marketing, Finance, Legal, and IT teams.
• Represent customer support priorities in executive leadership discussions.
• Ensure customer insights are reflected in product improvements and strategic plans.
• Contribute to company-wide operational excellence and digital transformation efforts.

Qualifications

• A bachelor's degree in Business Administration, Communications, Information Technology, Management, or a related discipline is required.
• An MBA is preferred.
• The role calls for 20+ years of progressive experience in Customer Support, Technical Support, Customer Service, or Customer Operations.
• At least 10 years of senior leadership experience leading large-scale customer support organizations is needed.
• Experience building and scaling global support teams is essential.
• Strong understanding of service operations, workforce management, performance analytics, and customer experience best practices is required.
• Excellent leadership, communication, conflict resolution, and stakeholder management abilities are needed.
• Strong analytical thinking and problem-solving skills are important for success in this role.

Preferred skills

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

Preferred tools

• Zendesk
• Salesforce Service Cloud
• Freshdesk
• HubSpot Service Hub
• Intercom
• Jira Service Management
• Five9
• Talkdesk
• Tableau
• Microsoft Power BI