Vice President of Customer Service

Role overview

The Vice President of Customer Service is a senior business leader who owns the direction and performance of customer service across the organization. This position is responsible for shaping service strategy, leading support operations, and improving delivery standards so the company can meet business goals and deliver a strong customer experience.

In this role, you will work alongside executive leaders and teams across customer success, operations, product, sales, technology, and other functions to improve service quality, increase operational efficiency, and help the organization scale its customer support capabilities.

Department and reporting line

Department: Customer Service / Customer Operations / Executive Leadership

Reports to: Chief Customer Officer (CCO) / Chief Operating Officer (COO)

Location: USA / Remote / Hybrid

Employment type: Full-Time

Key responsibilities

• Build and continuously refine company-wide customer service strategies that support organizational objectives.
• Strengthen customer interactions across support, service, escalation, and issue-resolution workflows.
• Maintain consistent communication practices and service standards across teams and geographies.
• Track customer feedback, satisfaction measures, and service performance indicators to identify improvement opportunities.
• Evaluate service trends and operational data to improve customer experience and increase efficiency.
• Oversee customer support functions and the broader customer-facing service operation.
• Enhance ticket handling, workflow coordination, and other core service processes.
• Help implement scalable operating models, procedures, and service frameworks.
• Support resolution planning for complex customer issues and escalations.
• Lead service teams, regional support groups, and related management initiatives.
• Improve coordination among customer service, customer success, operations, product, and engineering groups.
• Support workforce planning, staffing alignment, and performance management across service teams.
• Drive consistency and ongoing improvement in day-to-day operations.
• Partner with product, engineering, operations, sales, marketing, and executive stakeholders to share customer insights.
• Use service feedback to inform product enhancements and operational improvements.
• Align customer service priorities with broader business strategy and growth goals.
• Lead customer service managers, support staff, and operational leaders with a performance-driven approach.
• Foster a collaborative culture centered on customer focus, accountability, and service excellence.
• Support coaching, mentoring, and leadership development for team members.

Qualifications

• A bachelor’s degree in Business, Communications, Operations, Management, or a closely related discipline.
• At least 15 years of leadership experience in customer service, support operations, customer operations, or a similar area.
• Proven experience leading customer-facing teams in fast-paced business settings.
• Strong capability in communication, organizational leadership, and operational management.
• Ability to coordinate across departments and maintain alignment at the enterprise level.
• Working knowledge of customer support systems, service delivery management, and customer engagement approaches.
• Experience in SaaS, technology, fintech, AI, platform-based businesses, or enterprise services is preferred.
• Exposure to CRM tools, customer support software, and workflow management systems is preferred.
• Experience supporting global or multi-region customer service functions is preferred.
• Background in service optimization, process improvement, and customer satisfaction initiatives is preferred.
• Experience managing enterprise-level support and escalation environments is preferred.

What we offer

• An executive leadership role in a growing organization.
• A collaborative environment with a strong customer-first culture.
• Competitive compensation and benefits.
• Room for long-term professional growth and meaningful organizational impact.
• Exposure to enterprise customer operations and strategic service programs.

Additional information

This is a full-time role based in the United States, with remote or hybrid working options available.