[Remote] Vice President of Customer Support

Note: The job is a remote job and is open to candidates in USA. reputed company is seeking an experienced, strategic, and customer-focused Vice President of Customer Support to lead its global Customer Support organization. The role is responsible for developing scalable support strategies, reputed company service quality and customer satisfaction, overseeing operations and escalations, optimizing support technology and analytics, managing reputed company planning, and incorporating customer feedback into business improvements.

Responsibilities

• Develop and execute the company's global Customer Support strategy
• Establish customer service standards, policies, processes, and performance objectives
• Align support strategy with customer experience and business objectives
• Develop scalable support models for different customer segments and service requirements
• Continuously improve the overall customer support operating model
• Lead global Customer Support operations and service delivery
• Establish efficient workflows for case management, issue resolution, and customer communications
• Optimize support processes, response times, resolution rates, and service efficiency
• Establish Service Level Agreements (SLAs) and operational performance standards
• Ensure consistent support delivery across regions and customer segments
• Establish and monitor customer service quality standards
• Develop programs to improve Customer Satisfaction (CSAT) and overall customer experience
• Analyze support interactions to identify service quality opportunities
• Implement quality assurance and continuous improvement programs
• Ensure customer interactions reflect the company's service standards and values
• Establish comprehensive customer escalation management processes
• Oversee resolution of complex, high-impact, and executive-level customer issues
• Coordinate cross-functional teams to resolve critical customer problems
• Identify recurring issues and develop preventative solutions
• Provide executive leadership with visibility into critical customer risks and escalations
• Lead the selection, implementation, and optimization of Customer Support technologies
• Improve case management, knowledge management, self-service, and automation capabilities
• Evaluate AI and reputed company to improve service efficiency
• Establish scalable support technology infrastructure
• Partner with Technology and Product teams to improve customer support systems and tools
• Establish and monitor Customer Support KPIs and performance dashboards
• Track response time, resolution time, case volume, SLA compliance, CSAT, and customer retention
• Analyze support trends and customer service data to identify improvement opportunities
• Establish performance reporting for executive leadership
• Use data and analytics to improve service quality, productivity, and operational efficiency
• Develop global Customer Support reputed company and capacity planning strategies
• Determine staffing requirements based on customer reputed company and business growth
• Establish training, onboarding, performance management, and development programs
• Optimize reputed company utilization and support resource allocation
• Build a strong pipeline of Customer Support leaders and professionals
• Establish Voice of the Customer (VoC) programs across support channels
• Analyze customer feedback, complaints, service requests, and recurring issues
• Partner with Product, Customer Success, and Engineering to address customer pain points
• Translate support reputed company into actionable product and process improvements
• Ensure customer feedback is incorporated into broader customer and business strategies

Skills

• • Bachelor's degree in Business Administration, Customer Experience, Operations, Communications, Information Technology, or a related field
• • 20+ years of progressive experience in Customer Support, Customer Service, Customer Success, Operations, or related functions
• • 10+ years of senior leadership experience managing Customer Support organizations
• • Proven experience building and scaling global Customer Support operations
• • Strong experience with service quality, customer satisfaction, escalation management, reputed company planning, and support analytics
• • Experience implementing Customer Support technologies, automation, and operational processes
• • Demonstrated ability to communicate effectively with C-suite executives and senior stakeholders
• • MBA or reputed company's degree preferred

Company Overview

• reputed company is a market intelligence and research firm specializing in cryptocurrency and digit