Vice President of Customer Support

Position Summary

The Vice President of Customer Support will define and execute the organization’s customer support vision while leading a worldwide support function focused on delivering fast, reliable, and high-quality service. The role carries end-to-end ownership of customer service operations, technical support leadership, escalation handling, process improvement, and customer satisfaction initiatives. The aim is to consistently meet customer expectations, strengthen loyalty, and improve the overall experience.

As a senior leadership team member, this executive will partner closely with Product, R&D, Sales, Customer Success, and Operations to create a closed-loop approach to customer feedback, continually refine the customer journey, lift retention, and enhance the company’s brand value.

Customer Support Strategy

Build the company-wide support strategy and annual operating plan. Set up the support operating model, standard procedures, and a roadmap for long-term service evolution. Lead the digital and intelligent transformation of the customer support function while ensuring all support goals remain aligned with broader business objectives.

Support Operations Management

Oversee the daily running of the customer support center and manage all service channels, including phone, email, live chat, and ticketing systems. Improve workflow efficiency, resolution speed, and service quality while putting in place strong operational controls for the team.

Customer Satisfaction and Experience

Create a system for tracking satisfaction and service sentiment. Work to improve CSAT and NPS, review customer feedback and service data, and use those insights to continuously enhance the customer experience and build stronger loyalty.

Service Quality Governance

Set up a QA framework for service delivery and define SLA expectations. Track service performance against quality targets, lead post-incident review processes, and drive ongoing improvements to keep service standards consistently high.

Complaint and Escalation Handling

Take ownership of major complaints and high-stakes customer issues. Build a clear escalation process, coordinate across departments to solve complex problems, reduce churn risk, and protect important customer relationships and the company’s reputation.

Voice of Customer and Feedback Loops

Establish a Voice of Customer program to capture, evaluate, and act on customer input. Translate recurring issues and customer suggestions into product enhancements, support product and R&D teams in improving the user experience, and maintain a strong closed-loop issue resolution process.

Technology, CRM, and Automation

Manage CRM and customer support platforms, expand knowledge base and self-service capabilities, and introduce AI-enabled support and automation tools. Improve support productivity and strengthen data analysis capabilities across the customer service function.

Team Leadership and Development

Develop a high-performing support organization, recruit and coach the support management team, and create training and career growth pathways. Improve employee engagement, support team stability, and encourage a customer-first culture across the department.

Qualifications

A bachelor’s degree or higher is required, preferably in Business Management, Marketing, Customer Service, or a related field. An MBA is preferred.

Applicants should bring at least 20 years of experience in customer support or customer service management, including 10 or more years in senior leadership roles. Experience leading large support teams is necessary, and background in cross-regional or global support management is preferred. Prior exposure to Internet, SaaS, Fintech, or enterprise services environments is also preferred.

Strong working knowledge of support operations management systems, customer experience management, service process optimization, CRM and ticketing platforms, data analysis, and AI-driven support tools is expected.

Core Strengths

The right candidate should be highly customer-oriented, skilled in building service systems and optimizing processes, and capable of making data-informed decisions. The role also requires strong leadership, cross-functional coordination, crisis handling, complaint resolution, KPI management, and the ability to build and sustain high-performing teams.