Remote VP of Customer Support

Summary

Join us in our mission to provide the best software solutions to the food industry. We are seeking a strategic and results-driven Vice President of Customer Support to lead our global customer support operations.

Requirements

• Minimum of 10 years of progressive experience in customer support or customer success roles within the cloud software industry, with at least 5 years in a leadership position that oversaw a team of at least 10
• Deep understanding of cloud-based software solutions, SaaS platforms, and IT infrastructure
• Proven ability to inspire and lead a large, geographically dispersed team, with strong decision-making, problem-solving, and conflict resolution skills
• Passion for delivering exceptional customer experiences and a strong commitment to customer advocacy
• A track record of leveraging technology to scale the Customer Support organization and drive efficiency and service levels for our customers
• Ability to develop and execute customer support strategies that align with business objectives and drive customer satisfaction and retention
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, executives, and cross-functional teams

Responsibilities

• Provide strategic direction and leadership to the global customer support team, fostering a culture of excellence, collaboration, and continuous improvement
• Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies
• Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics
• Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings
• Build and develop a high-performing support team through coaching, mentoring, and professional development initiatives
• Utilize data analytics and customer feedback to identify trends, opportunities for improvement, and areas for innovation in support delivery
• Manage the customer support budget effectively, optimizing resources and investments to achieve operational excellence and cost-efficiency
• Ensure compliance with relevant regulations and industry standards related to customer support and data privacy

Benefits

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Flexible PTO
• Paid company holidays
• Yearly team off-sites
• International travel opportunities
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds