WorkWave is hiring a
VP Global Support

Summary

Join our team as Vice President of Global Support to lead the transformation of customer support from a traditional phone-based model to an omnichannel, digital-first experience. Drive business growth through enhanced customer satisfaction, operational excellence, and cost-efficient delivery of support services.

Requirements

• 15+ years of experience at a global enterprise SaaS organization
• Bachelor’s degree in Business Administration, Information Technology, or a related field; a Master’s degree, MBA, or advanced degree is preferred
• Exceptional leadership and communication skills, capable of inspiring and influencing at all organizational levels
• Strategic thinker with strong business acumen, able to drive change and achieve alignment across global support and business functions
• Data-driven decision-maker, using analytics and KPIs to measure and improve support performance and operational efficiency
• Expertise in leveraging AI, chatbots, and automation to enhance support services and reduce costs
• Deep understanding of managing a multi-generational, diverse customer base, tailoring support solutions to meet varying needs and expectations

Responsibilities

• Develop and execute a global support strategy that transforms the current phone-based model into an omnichannel support methodology
• Lead the design and execution of a comprehensive support transformation, leveraging omnichannel routing, automation, and digital support channels
• Architect and implement a digital-first customer experience strategy using tools such as Salesforce Service Cloud, AI (e.g. Drift), SMS texting platforms, IVR intelligence, and forward-thinking AI/ML plugins
• Build and manage global support competency centers across onshore, nearshore, and offshore regions to ensure 24x7x365, follow-the-sun support coverage
• Champion the shift from reactive, phone-first support to proactive, preemptive, and digitally driven support, increasing customer satisfaction and retention while reducing costs
• Collaborate with senior leaders to align support initiatives with overarching business objectives, focusing on cost savings and resource optimization
• Lead cross-functional teams to deliver a unified, consistent support experience across all customer touchpoints, streamlining platforms and processes
• Inspire, mentor, and develop a high-performing global support team, fostering a culture of continuous improvement and operational excellence
• Oversee global support operations, ensuring high-quality service delivery, including incident management, ticket resolution, and adherence to service level agreements (SLAs)
• Optimize resource allocation and staffing across regions to ensure scalability, efficiency, and excellent support performance
• Implement industry best practices for incident escalation, knowledge management, and omnichannel support
• Drive the adoption of self-service tools, including chatbots, AI-driven solutions, and guided learning paths, reducing the reliance on voice and email support channels
• Stay ahead of industry trends, emerging technologies, and evolving customer needs to continuously innovate and enhance the support experience

Benefits

• Robust benefits package, including health and dental and 401k with company match
• Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Free subscription to the Calm App for you and up to 4 dependents!
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community