Vice President of Customer Support

About the Role

Maximize Health is looking for a seasoned customer experience leader to take charge of its global support function. In this executive position, you will shape the support strategy, strengthen service delivery, improve customer satisfaction, and guide a high-performing team that consistently delivers excellent customer care.

The role calls for someone who combines strategic thinking with deep hands-on experience in support operations, team building, process enhancement, and customer experience leadership.

Key Responsibilities

• Set the long-term vision for customer support and translate it into an actionable operating plan.
• Define service benchmarks, support guidelines, and customer experience goals.
• Lead programs aimed at improving satisfaction, retention, and customer loyalty.
• Ensure support activities are aligned with wider business objectives and growth plans.
• Manage day-to-day support delivery across phone, email, live chat, social platforms, and self-service channels.
• Design support processes and service models that can scale as the business grows.
• Make sure customer questions, concerns, and escalations are handled promptly and effectively.
• Track service performance and quality to keep support standards consistently strong.
• Promote a customer-first mindset across the organization.
• Review customer feedback and service data to uncover patterns and improvement opportunities.
• Work closely with Product, Engineering, Sales, and Operations to address recurring issues.
• Continuously improve the overall customer journey and support experience.
• Define and measure core KPIs such as CSAT, NPS, first response time, resolution time, customer retention rate, and SLA compliance.
• Prepare leadership-ready reports and performance dashboards.
• Use insights from data to improve efficiency and service quality.
• Lead, coach, and grow a strong customer support organization.
• Hire, train, and develop support managers and team leads.
• Build a culture centered on accountability, teamwork, and ongoing learning.
• Create succession plans and leadership development pathways.
• Assess and introduce support technologies and automation tools where useful.
• Improve CRM, ticketing, and knowledge management systems.
• Refine workflows, escalation paths, and support procedures.
• Ensure the support function is ready to scale with business expansion.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or a related area.
• MBA is preferred.
• At least 20 years of experience across Customer Support, Customer Service, Customer Operations, or Customer Success.
• Minimum 10 years in senior leadership roles overseeing large support organizations.
• Demonstrated ability to build and grow customer support teams in expanding businesses.
• Strong grasp of customer service metrics, workforce planning, and operational management.
• Excellent leadership, communication, and stakeholder management abilities.
• Strong analytical thinking and problem-solving capabilities.

Preferred Skills

• Customer support operations
• Customer experience management
• Service delivery leadership
• Contact center management
• Workforce planning
• Process optimization
• Customer retention strategy
• Performance management
• Change leadership
• Executive-level leadership