Vice President of Customer Service

About the Role

We are looking for a seasoned, customer-first Vice President of Customer Service to join the executive team. In this leadership position, you will guide customer service operations, raise service quality, improve customer satisfaction, and help deliver a consistently strong customer experience across the business.

You will work closely with executive leaders and teams across the company to refine service processes, strengthen operational results, and build customer service systems that can grow with the organization. This role is best suited for a leader with deep operational experience, strong people leadership, and a genuine commitment to excellent customer support.

Key Responsibilities

Customer Service Leadership

• Create and execute customer service strategies that support overall business goals.
• Direct service operations across multiple channels and customer contact points.
• Define service standards, policies, and expected performance levels.
• Help build a company-wide mindset centered on the customer.
• Ensure customers receive consistently high-quality support.

Customer Satisfaction and Service Excellence

• Track customer satisfaction measures and service performance indicators.
• Spot opportunities to improve customer interactions and outcomes.
• Advance initiatives that build loyalty and deepen engagement.
• Resolve service issues through process improvements and operational fixes.
• Drive ongoing enhancement of customer service programs.

Service Operations Management

• Oversee daily customer service activities and support operations.
• Design service delivery models that can scale as the company grows.
• Improve workflows, procedures, and operational methods.
• Make sure service operations stay aligned with company standards and priorities.
• Support effective resource planning and workforce management.

Business Performance and Analytics

• Develop and track customer service KPIs and operational metrics.
• Review service trends to identify improvement opportunities.
• Share performance reports and recommendations with executive leadership.
• Use data to support decisions across customer-facing functions.
• Encourage accountability through structured reporting and performance reviews.

Cross-Functional Collaboration

• Work in close partnership with operations, product, sales, marketing, customer success, and technology teams.
• Align customer service goals with broader business needs.
• Support enterprise-wide initiatives that require customer service leadership.
• Encourage teamwork to improve customer outcomes and overall effectiveness.
• Promote communication and knowledge sharing between departments.

Organizational Development and Scalability

• Build service frameworks that support growth and changing customer expectations.
• Contribute to organizational planning and capability development for service functions.
• Identify operational risks and service gaps, then recommend practical solutions.
• Help shape long-term customer service strategy and planning.
• Support continuous improvement across customer service operations.

Leadership and Team Development

• Recruit, guide, mentor, and lead high-performing customer service teams.
• Create a collaborative, accountable, and service-driven work environment.
• Support leadership growth and succession planning.
• Encourage continuous learning and professional development.
• Reinforce company values and a strong service culture.

Qualifications

Required Qualifications

• A bachelor’s degree in Business Administration, Management, Communications, Customer Experience, or a related field.
• At least 15 years of progressive leadership experience in customer service, customer support, client services, customer operations, or similar functions.
• Proven success in leading large customer service organizations.
• Strong grasp of service operations, delivery models, and customer satisfaction management.
• Experience creating customer service programs and operational frameworks.
• Excellent communication, leadership, analytical, and problem-solving abilities.
• Ability to work effectively with executive leadership and cross-functional stakeholders.

Preferred Qualifications

• MBA or another advanced business-focused degree.
• Background in technology, SaaS, financial services, healthcare, retail, telecommunications, or professional services.
• Experience supporting enterprise-scale customer service operations.
• Strong capability in customer analytics and performance management.
• Experience scaling customer service organizations in fast-growing environments.

Why Join Us

This executive role gives you the chance to influence customer service strategy, improve satisfaction, and contribute meaningfully to business success. As Vice President of Customer Service, you will help strengthen service operations, elevate customer experiences, and support sustainable growth through service excellence.

Additional Information

Location: Chicago, IL.

Employment type: Full-time, on-site.