Vice President of Customer Support

About the Role

Basepath Health is hiring an experienced, customer-centric Vice President of Customer Support to steer its worldwide support function. In this executive role, you will report to the Chief Customer Officer (CCO) or Chief Operating Officer (COO) and own the strategy, execution, and continuous improvement of customer support across the business.

You will be accountable for delivering consistently high-quality service, strengthening customer satisfaction, and shaping a support organization that can scale with growth. The role spans global support operations, technical support, customer care, service quality, and support enablement, with a strong focus on operational discipline and a customer-first mindset.

Key Responsibilities

• Create and implement a global customer support strategy that supports overall business goals.
• Define service expectations, support policies, and operating standards across teams.
• Design support processes that can scale as the company expands into new markets and grows its customer base.
• Lead programs that raise customer satisfaction, improve service quality, and increase efficiency.
• Help embed a customer-first culture throughout the organization.
• Direct daily support operations across multiple geographies and time zones.
• Manage service delivery across phone, email, live chat, ticketing tools, and self-service channels.
• Ensure customer questions, technical issues, complaints, and escalations are resolved promptly.
• Improve workforce planning, scheduling, staffing, and resource utilization.
• Maintain adherence to SLAs and other operational performance targets.
• Work with Customer Success, Product, Engineering, and Operations to enhance the customer journey.
• Review customer feedback and support data to identify product and service improvement opportunities.
• Build and refine knowledge management, self-service content, and support documentation.
• Increase first-contact resolution while lowering response and resolution times.
• Drive ongoing improvement efforts to strengthen overall service quality.
• Set, track, and report on core support metrics such as CSAT, NPS, FRT, average resolution time, FCR, SLA compliance, and customer retention.
• Prepare executive-level dashboards and performance reports for leadership review.
• Use analytics to improve support operations and team effectiveness.
• Lead the deployment and optimization of support technology and CRM platforms.
• Improve ticket triage, workflow automation, AI-assisted support, and knowledge base systems.
• Standardize procedures and documentation across global support teams.
• Assess new technologies that can improve scale and operational efficiency.
• Hire, coach, and manage Customer Support Directors, Support Managers, Team Leads, Technical Support Engineers, and Support Specialists.
• Develop leadership development, coaching, and succession planning programs.
• Promote a collaborative, accountable, and customer-focused team culture.
• Build a support organization that can sustain rapid business growth.
• Partner with Product, Engineering, Sales, Customer Success, Marketing, Finance, Operations, IT, and Legal.
• Represent customer support priorities in executive-level discussions.
• Ensure customer insights inform product planning and business operations.
• Contribute to digital transformation and broader continuous improvement efforts.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Information Technology, Management, or a related discipline.
• MBA is preferred.
• More than 20 years of progressive experience in customer support, technical support, customer service, or customer operations.
• At least 10 years in senior leadership roles overseeing large customer support organizations.
• Demonstrated success in building and scaling global support teams.
• Deep experience in service operations, workforce management, customer experience, and performance analytics.
• Excellent skills in leadership, communication, conflict resolution, and stakeholder management.
• Strong analytical thinking and problem-solving ability.

Preferred Skills

• Customer support leadership
• Customer experience management
• Technical support operations
• Contact center management
• Service delivery management
• Workforce planning
• Customer service strategy
• Operational excellence
• Executive leadership
• Organizational development

Additional Information

This is a full-time onsite position in the United States. No salary, stipend, number of openings, or start date was specified in the source.