Vice President of Customer Support

Overview

Nuvia Medical is seeking a seasoned and customer-focused Vice President of Customer Support to lead its global customer support operations. Reporting directly to senior executive leadership, this role is charged with designing and implementing a premium support strategy to enhance customer experience, operational efficiency, and loyalty worldwide.

Key Responsibilities

• Develop and deploy a comprehensive global customer support strategy aligned with company objectives and customer satisfaction.
• Lead and expand a scalable, high-performing international Customer Support organization, including teams in Technical Support, Customer Care, Support Engineering, and more.
• Set operational policies, governance, service standards, and best practices.
• Drive digital innovation incorporating AI, automation, and advanced self-service tools for enhanced service delivery.
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and other departments to continually elevate customer support effectiveness.
• Oversee 24/7 multi-regional customer support operations across multiple channels like phone, email, chat, social, and community platforms.
• Implement and monitor SLAs, OLAs, escalation protocols, and performance metrics such as CSAT, NPS, FCR, ART, and others.
• Lead Voice of the Customer initiatives to capture actionable feedback and drive service excellence programs.
• Manage technology platforms including CRM, help desk software, and AI virtual assistants; collaborate on product improvements and feature prioritization.
• Develop leadership and operational teams through recruitment, mentorship, career development, and succession planning.
• Represent Customer Support at executive and board meetings with strategic insights and performance reporting.

Qualifications and Experience

• Bachelor’s degree in Business, IT, Computer Science, Communications, or related fields; MBA or Master’s preferred.
• Over 20 years of progressive experience in customer support, technical support, and service operations with at least 10 years in senior leadership roles.
• Proven track record scaling customer support in SaaS, FinTech, AI, Cloud Computing, Cybersecurity, or similar technology sectors.
• Expertise in ITIL, workforce management, support automation, analytics, and quality assurance.
• Experience managing multilingual and geographically distributed support teams.

Additional Competencies and Certifications

• Leadership in customer service, technical support and operations management.
• Knowledge of AI-driven customer support and digital transformation.
• Certifications such as ITIL 4, HDI Support Center Manager, Lean Six Sigma Green/Black Belt, PMP preferred.

Tools and Platforms

• Salesforce Service Cloud, Zendesk, ServiceNow, Freshdesk, HubSpot, Jira Service Management, Intercom, Genesys Cloud, Five9, Talkdesk, Microsoft Power BI, Tableau.

Benefits and Opportunities

• Competitive executive compensation with annual performance bonuses and equity options.
• Comprehensive medical, dental, and vision plans; 401(k) retirement savings.
• Flexible remote work environment with leadership development resources.
• Paid time off and significant influence on company growth and customer success initiatives.