仕事内容

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

Vice President of Customer Support