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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.

Vice President of Customer Support