- अनुभव
- 20+ yrs
- पगार
- —
- रिक्त जागा
- 1
- पोस्ट केले
- 20 तासपूर्वी
- कार्य मोड
- घरून काम करा
- शिक्षण
- पदवी
- सारांश
- अर्ज करणे आवश्यक आहे
नोकरीचे वर्णन
Overview
Nuvia Medical is seeking a seasoned and customer-focused Vice President of Customer Support to lead its global customer support operations. Reporting directly to senior executive leadership, this role is charged with designing and implementing a premium support strategy to enhance customer experience, operational efficiency, and loyalty worldwide.
Key Responsibilities
- Develop and deploy a comprehensive global customer support strategy aligned with company objectives and customer satisfaction.
- Lead and expand a scalable, high-performing international Customer Support organization, including teams in Technical Support, Customer Care, Support Engineering, and more.
- Set operational policies, governance, service standards, and best practices.
- Drive digital innovation incorporating AI, automation, and advanced self-service tools for enhanced service delivery.
- Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and other departments to continually elevate customer support effectiveness.
- Oversee 24/7 multi-regional customer support operations across multiple channels like phone, email, chat, social, and community platforms.
- Implement and monitor SLAs, OLAs, escalation protocols, and performance metrics such as CSAT, NPS, FCR, ART, and others.
- Lead Voice of the Customer initiatives to capture actionable feedback and drive service excellence programs.
- Manage technology platforms including CRM, help desk software, and AI virtual assistants; collaborate on product improvements and feature prioritization.
- Develop leadership and operational teams through recruitment, mentorship, career development, and succession planning.
- Represent Customer Support at executive and board meetings with strategic insights and performance reporting.
Qualifications and Experience
- Bachelor’s degree in Business, IT, Computer Science, Communications, or related fields; MBA or Master’s preferred.
- Over 20 years of progressive experience in customer support, technical support, and service operations with at least 10 years in senior leadership roles.
- Proven track record scaling customer support in SaaS, FinTech, AI, Cloud Computing, Cybersecurity, or similar technology sectors.
- Expertise in ITIL, workforce management, support automation, analytics, and quality assurance.
- Experience managing multilingual and geographically distributed support teams.
Additional Competencies and Certifications
- Leadership in customer service, technical support and operations management.
- Knowledge of AI-driven customer support and digital transformation.
- Certifications such as ITIL 4, HDI Support Center Manager, Lean Six Sigma Green/Black Belt, PMP preferred.
Tools and Platforms
- Salesforce Service Cloud, Zendesk, ServiceNow, Freshdesk, HubSpot, Jira Service Management, Intercom, Genesys Cloud, Five9, Talkdesk, Microsoft Power BI, Tableau.
Benefits and Opportunities
- Competitive executive compensation with annual performance bonuses and equity options.
- Comprehensive medical, dental, and vision plans; 401(k) retirement savings.
- Flexible remote work environment with leadership development resources.
- Paid time off and significant influence on company growth and customer success initiatives.