Vice President of Customer Support

Position: Vice President of Customer Support

Location: Hybrid from Duluth, GA

Role Summary:

As the Vice President, Customer Support, you will lead and manage the customer support team with the objective of enhancing the overall customer experience, increasing satisfaction, and fostering loyalty. This role requires strategic planning, team management, enhancing customer experience, performance monitoring, relationship management, crisis management, and effective communication with various stakeholders.

Qualifications:

1. Demonstrated leadership experience at a senior level within customer support or related fields.
2. Strong understanding of customer support strategies, industry best practices, and latest technologies.
3. Exceptional leadership qualities with the ability to inspire and guide teams.
4. Excellent communication and interpersonal skills for effective relationship building.
5. Analytical skills to leverage data and insights for decision-making.
6. Strategic thinking and problem-solving abilities aligned with business objectives.
7. Deep commitment to customer service and empathy.
8. Experience in managing crises and handling escalations.
9. Bachelor's degree in business administration, marketing, or related fields.

Responsibilities:

Leadership and Strategy:

• Develop and execute customer support strategies aligned with organizational goals.
• Establish performance objectives and KPIs for the support team.
• Provide strategic guidance and leadership to align efforts with company values.
• Foster a customer-focused culture emphasizing outstanding experiences.

Team Management:

• Recruit, train, and manage a team of customer support professionals.
• Provide coaching, feedback, and performance assessments for ongoing development.
• Create effective communication frameworks and maintain a supportive work atmosphere.
• Implement succession planning and talent development programs.

Customer Experience Enhancement:

• Identify areas for improvement by analyzing customer feedback and industry benchmarks.
• Collaborate with interdisciplinary teams to address customer issues and enhance experiences.
• Implement support technologies to optimize procedures and provide personalized service.
• Stay updated on new trends and technologies in customer service.

Performance Monitoring and Analysis:

• Track and evaluate key support metrics and KPIs.
• Utilize data-driven insights to identify improvement opportunities.
• Generate reports and presentations for senior leadership.

Relationship Management:

• Build and maintain relationships with customers, partners, and stakeholders.
• Collaborate with sales and account management teams for cohesive customer experiences.
• Serve as a customer champion within the company.

Crisis and Escalation Management:

• Develop and enforce crisis management procedures.
• Ensure prompt and satisfactory resolution of escalated customer concerns.
• Address systemic problems to prevent future escalations.

Other:

• Potential travel to support offices.
• Collaboration with Senior Leadership and interdisciplinary teams.

Benefits:

• Robust health insurance plan.
• Wellness benefit.
• Employee assistance program.
• Paid time off (vacation, holidays, sick time, personal days).
• Life insurance, AD&D, short-term disability insurance.
• Access to FSA and commuter benefit plans.
• 401(k) savings plan with employer match.
• Employee stock purchase plan.
• Paid parental leave program.
• DREAMcares initiative for community outreach.