Job description

Position Overview

Carexa Health seeks an accomplished Vice President of Customer Support to lead its worldwide customer support functions. Reporting to the Chief Customer Officer or COO, this role is critical for formulating and implementing a premium customer support strategy that enhances service quality, customer satisfaction, and operational success.

Key Duties and Responsibilities

Design and drive a global customer support vision aligned with company goals and customer experience targets.
Establish and cultivate a scalable, customer-focused support team to accommodate expanding international operations.
Create and enforce global policies, protocols, and service standards for customer support.
Lead long-term transformation strategies integrating AI, automation, and digital advancements to enhance support functions.
Foster a culture emphasizing customer satisfaction, responsibility, creativity, and ongoing improvement.
Provide executive leadership with performance insights, risks, and enhancement strategies for customer support.
Deliver presentations on support metrics, strategic plans, and operational status to the leadership team.
Champion company-wide customer service improvement projects.

Supervise global teams covering Technical Support, Customer Care, Engineering, and Operations.
Manage multi-channel customer support systems, including phone, email, chat, ticketing, social media, forums, and self-help platforms.
Oversee regional support centers and distributed international teams to ensure prompt resolution of cases and requests.
Implement and maintain service and operational level agreements along with escalation workflows.
Enhance first contact resolution rates, response times, and efficiency in case resolutions.
Standardize support processes and share best practices globally.
Optimize workforce planning and capacity management.

Deliver exceptional customer experiences at every interaction point.
Drive improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
Develop Voice of the Customer programs for feedback gathering and analysis.
Promote customer retention and loyalty through proactive support strategies.
Partner with Customer Success to boost product adoption and overall customer health.
Expand educational initiatives and enhance self-service knowledge resources.
Encourage and grow customer advocacy via exemplary service delivery.
Continuously refine the complete customer support journey.

Oversee adoption and ongoing refinement of customer support technologies including CRM, ticketing, AI chatbots, workflow automation, and knowledge management.
Leverage AI, machine learning, and automation to increase operational efficiency.
Work with Engineering and Product teams to address recurring product issues and prioritize customer-driven improvements.
Develop standardized documentation and knowledge bases for support teams.
Apply Lean and Six Sigma methodologies for continuous improvement of service quality and efficiency.

Define and track executive-level key performance indicators such as CSAT, NPS, CES, first contact resolution, response and resolution times, SLA compliance, ticket backlogs, escalation rates, customer retention, productivity, quality assurance, support cost per ticket, and self-service adoption.
Create dashboards, reports, forecasts, and strategic reviews for leadership visibility and decision-making.

Collaborate cross-functionally with Customer Success, Product, Engineering, Sales, Marketing, Revenue Operations, Finance, IT, Legal, and HR teams to incorporate customer feedback into product and service improvements.
Support global product launches and software releases through preparation of support teams.
Coordinate enterprise incident management and executive-level customer communications.
Align support efforts with company-wide customer experience initiatives and participate in strategic business planning.
Enhance inter-departmental collaboration and represent support in executive forums.

Recruit, mentor, and develop leadership and operational teams including directors and managers across various customer support functions.
Build and sustain a high-performing, globally distributed customer support organization.
Implement leadership development, mentoring, and succession planning programs to ensure organizational growth.
Promote a culture of accountability, teamwork, innovation, diversity, and lifelong learning.
Improve employee engagement, retention, and career progression paths.
Encourage and support professional certifications and continual learning opportunities.
Design organizational structures that support international growth and scalability.
Lead complex transformation initiatives within the customer support function.

Qualifications

Bachelor's degree in Business Administration, IT, Computer Science, Customer Experience, Communications or related discipline required; MBA or relevant Master's degree preferred.
More than 20 years of progressive experience in customer support, technical support, service operations, IT service management or customer experience leadership roles.
Minimum 10 years of senior global leadership experience managing customer support organizations in fast-growing technology sectors such as SaaS, FinTech, Blockchain, AI, Cloud, or enterprise software.
Expertise in IT Service Management, workforce management, service quality assurance, and process optimization.
Proven record managing geographically diverse, multilingual teams.
Strong skills in executive communication, strategic leadership, and conflict resolution.

Core Skills and Competencies

Global customer support leadership with strategic vision.
Technical and service operations management.
Customer experience enhancement and management.
IT service management (ITSM) proficiency.
Incident and escalation handling expertise.
Knowledge and workforce management.
Deployment of AI-powered support tools.
Customer data analytics and operational excellence.
Cross-functional collaboration and digital transformation leadership.
Strong executive-level leadership and governance.