Vice President of Customer Support

This key executive role will be responsible for developing and implementing customer care strategies that align with the commitment to exceptional customer experiences. The ideal candidate will have extensive experience in managing large-scale call center operations, including offshoring initiatives, and a proven track record of improving customer satisfaction and operational efficiency.

Key Responsibilities:

Strategic Leadership:

Lead the development of key performance indicators (KPIs) and metrics to measure and improve customer service quality and efficiency.

Collaborate with other departments to ensure a seamless end-to-end customer experience across all touchpoints.

Call Center Management:

Oversee the operations of global call centers, including both onshore and offshore facilities.

Implement best practices in call center management, including workforce optimization, quality assurance, and performance management.

Drive continuous improvement in call center metrics such as customer satisfaction, first call resolution, average handle time, and service level.

Offshoring Strategy:

Develop and execute offshoring strategies to optimize cost efficiency while maintaining high-quality customer service.

Manage relationships with offshore partners and vendors.

Technology and Innovation:

Identify and implement innovative customer service technologies to enhance customer experience and operational efficiency.

Lead the adoption of omnichannel customer service solutions, including chat, email, social media, and self-service options.

Team Leadership and Development:

Build, lead, and develop a high-performing customer care team across multiple locations and time zones.

Foster a culture of customer-centricity, continuous improvement, and innovation within the customer care organization.

Customer Experience Enhancement:

Analyze customer feedback and data to identify trends and opportunities for improvement in products, services, and processes.

Develop and implement strategies to increase customer loyalty and retention.

Financial Management:

Manage the budget, including resource allocation, cost control, and ROI analysis for new initiatives.

Identify and implement cost-saving measures without compromising service quality.

Compliance and Risk Management:

Ensure compliance with all relevant laws, regulations, and industry standards related to customer service and data protection.

Develop and maintain policies and procedures to mitigate risks associated with customer interactions and data handling.

Qualifications:

Bachelor's degree in Business Administration, Customer Service Management, or related field; MBA preferred.

15+ years of progressive experience in customer service leadership roles, with at least 5 years at a senior executive level.

Extensive experience in managing large-scale call center operations, including offshore facilities.

Proven track record of implementing successful offshoring initiatives and managing global teams.

Strong understanding of customer service technologies

Excellent analytical and problem-solving skills, with the ability to use data to drive decision-making.

Outstanding leadership and communication skills, with the ability to inspire and motivate teams across diverse cultures.

Strong financial acumen and experience in budget management.

Ability to travel domestically and internationally as required.

Physical Requirements:

Ability to travel up to 25% of the time, including international travel to offshore locations.

Ability to work flexible hours to manage global operations across different time zones.

Compensation and Benefits:

Competitive salary commensurate with experience

Performance-based bonus structure

Comprehensive benefits package including health, dental, and vision insurance

401(k) retirement plan with company match

Professional development opportunities