Vice President, Customer Care & Support

About the Role

An executive leadership role based in the United States requiring oversight of a large-scale customer support organization within a fast-growing consumer technology company. This position entails defining the strategy, operational framework, and team design to deliver outstanding customer experiences across various product offerings. The role integrates operational management, customer advocacy, AI-powered innovation, and collaboration with cross-functional teams, aiming to balance quality service delivery, scalability, and customer satisfaction while influencing company policies and driving brand engagement.

Key Responsibilities

• Develop and implement the strategy, operational model, and organizational structure for customer care covering multiple products and customer journey touchpoints.
• Set ambitious service objectives, policies, performance standards, and framework to elevate customer satisfaction and operational effectiveness.
• Lead and cultivate a comprehensive support organization including internal staff and external partners like managers and operations professionals.
• Create a scalable service model combining AI-driven solutions with human expertise to enhance resolution quality and customer experience.
• Analyze support financials through ROI-focused approaches to optimize customer impact and operational efficiency.
• Oversee customer policies, support communication channels, service-level agreements, and escalation mechanisms.
• Advocate for customers in collaboration with diverse teams influencing product development, operational strategies, commercial initiatives, and tech innovation.
• Collaborate with teams managing support tools, automation, and AI systems to perpetually refine workflows and capabilities.
• Leverage customer feedback, operational analytics, and industry standards to discover improvement areas.
• Establish robust analytics and reporting systems to monitor performance, identify trends, and steer strategic planning.
• Drive continuous organizational evolution in alignment with shifting customer needs and business expansion.
• Mentor senior leadership, fostering accountability, teamwork, and excellence in operational management.

Candidate Requirements

• Previous executive leadership experience (VP level) in customer support within technology-focused, consumer-oriented companies.
• Proven capability managing complex, multi-product support environments with diverse customer segments and service channels.
• Successfully built, expanded, and transformed support teams during growth phases.
• Strong track record in managing managers and building high-performing leadership teams.
• Ownership of customer support strategies, operational execution, and delivering measurable business results.
• In-depth knowledge of modern support technologies, including automation, AI, and customer experience trends.
• Expertise balancing service excellence with operational efficiency and business objectives.
• Experience developing customer-facing policies, SLAs, workflows, and escalation processes.
• Strong analytical skills, utilizing data and insights to inform decisions.
• Excellent communication and stakeholder management, influencing senior leaders and cross-functional teams.
• Experience in highly regulated, privacy-sensitive sectors such as healthcare is advantageous.
• Comfortable adapting in dynamic, fast-paced organizations facing continuous change.
• Curiosity and experience using AI tools to enhance team productivity and decision-making.

Compensation & Benefits

• Competitive base salary ranging from $244,352 to $293,239 USD annually.
• Annual bonus potential up to 35% of base salary.
• Equity package as part of compensation.
• Remote-first work model with flexibility across the United States.
• Comprehensive company-covered medical, dental, and vision insurance.
• Retirement savings plan with company contributions and access to flexible spending accounts.
• Generous paid time off including parental leave.
• Company-wide paid winter holiday break annually.
• Remote work stipend provided to support home office setup.
• Benefits catering to physical, mental, emotional, parenting, childcare, and financial wellness.
• Opportunities for career advancement, leadership development, and professional growth.
• Access to innovative AI tools designed to boost productivity and innovation.
• Chance to influence products and services impacting millions of customers.

Additional Information

This position is posted on behalf of a partner company responsible for application management and recruitment proceedings. Applications are reviewed through an AI-supported process to ensure impartial and prompt identification of top candidates, who are then directly engaged by the hiring organization. The hiring decisions and subsequent steps are exclusively handled by the partner company's internal team.

Applicants acknowledge that personal data will be processed in compliance with applicable laws and may involve AI assistance in reviewing and assessing application materials while ensuring final hiring determinations are made by humans.