Vice President of Customer Support

About the Role

Mentella Health is hiring a seasoned, customer-centric Vice President of Customer Support to oversee its global support function. In this executive role, you will report to senior leadership and shape the overall customer support direction, streamline service operations, strengthen customer satisfaction, and grow a high-performing support organization that consistently delivers strong customer experiences.

The right candidate will bring deep experience leading large support teams, improving operational performance, and using technology and data to raise service quality and efficiency.

Core Responsibilities

Support strategy

• Create and implement a worldwide customer support strategy that supports broader business goals.
• Set service standards, operating guidelines, and measurable performance targets.
• Design support processes that can scale with rapid company expansion.
• Encourage a customer-first mindset across teams and functions.
• Lead efforts that improve satisfaction, loyalty, and long-term customer retention.

Support operations

• Oversee support delivery across phone, email, live chat, social channels, and self-service options.
• Ensure customer questions, technical problems, complaints, and escalations are resolved quickly and effectively.
• Improve workforce planning, staffing structures, schedules, and resource usage.
• Build consistent workflows and escalation paths that increase efficiency.
• Maintain compliance with SLAs and quality benchmarks.

Customer experience improvement

• Review customer feedback, service trends, and performance data to identify opportunities.
• Work with Product, Engineering, Sales, and Operations to resolve recurring issues at the root cause.
• Continuously enhance the overall customer journey through service improvements.
• Develop learning content, knowledge resources, and self-service support tools.

Performance and analytics

• Define and track support KPIs such as CSAT, NPS, first response time, average resolution time, SLA compliance, retention rate, and ticket quality.
• Create executive-level dashboards and performance reports.
• Use analytics to drive ongoing operational improvements.

Technology and process improvement

• Lead deployment and optimization of support platforms and automation tools.
• Strengthen CRM, ticketing, AI-assisted support, and knowledge management systems.
• Standardize support processes and documentation across global teams.
• Assess new customer service technologies that can improve speed, quality, and customer experience.

Leadership and team development

• Hire, coach, and guide Customer Support Directors, Managers, Team Leads, and Support Specialists.
• Develop a strong support organization through mentoring and leadership development.
• Put in place performance management, succession planning, and engagement programs.
• Build a culture that is collaborative, customer-focused, and performance-driven.

Cross-functional partnership

• Collaborate closely with Product Management, Engineering, Sales, Marketing, Customer Success, Operations, and Finance.
• Bring customer insights into product decisions and broader business planning.
• Participate in executive planning and strategy discussions.
• Represent customer support priorities in leadership forums.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, Information Systems, or a similar field.
• MBA is preferred.
• At least 20 years of progressive experience in Customer Support, Customer Service, Customer Operations, or Technical Support.
• 10 or more years in executive or senior leadership roles managing large support organizations.
• Demonstrated success in building and scaling support operations in high-growth businesses.
• Strong understanding of customer service best practices, workforce management, service operations, and performance analytics.
• Excellent leadership, communication, conflict management, and stakeholder coordination skills.
• Strong analytical thinking and strategic problem-solving ability.

Preferred Tools

Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, Intercom, Jira Service Management, Five9, Talkdesk, Power BI, and Tableau.