Job Description

About the Company

Looking for a Vice President of Customer Support who will be responsible for handling the regional team, investigating and resolving customer enquiries and technical issues in a timely and professional manner through a structured and agreed methodology and by contractual service level agreements.

Responsibilities

• Develop and implement a global customer support strategy aligned with the organization’s overall goals and objectives.
• Provide strategic guidance and direction to the team, ensuring alignment with overall goals and objectives.
• Led, mentor, and managed the customer support team, including recruitment, training, and performance evaluations.
• Provide ongoing coaching, feedback, and performance evaluations to drive continuous improvement.
• In-depth knowledge with Support and CRM tools such as JIRA ticketing system.
• Conduct root cause analysis for support escalations, identify trends, and implement corrective actions.
• Understand and manage the customer contractual service level agreements (SLA’s) and identify areas for misalignment with the product roadmap and/or define opportunities for new development.
• Identify opportunities to improve customer experience by analyzing customer feedback, survey data, and industry best practices.
• Collaborate with cross-functional teams to address customer pain points and drive customer-centric improvements.
• Monitor and analyze customer support metrics and KPIs, such as response times, resolution rates, customer satisfaction scores, and customer retention.
• Use data-driven insights to identify areas of improvement and implement strategies to enhance performance.
• Work closely with other departments, such as product development, engineering, and operations, to ensure exceptional customer support across all touchpoints.

Qualifications

• 10+ years of experience in client-facing customer support position
• Proven experience in a senior customer support role, preferably as a VP of Customer Support or similar.
• Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
• Strong analytical skills and experience with support metrics and data analysis.
• Strong leadership, strategic thinking, and communication skills.
• Ability to inspire and manage a team effectively.
• In-depth understanding of customer support strategies, market dynamics, and industry best practices.

Education

University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.

Certification

• Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired

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