Vice President of Customer Service
Role Description The Vice President of Customer Service is a full-time, remote role responsible for leading the customer service strategy and operations to ensure an outstanding client experience. This position oversees customer support policies, processes, and performance metrics, while guiding contact center or support teams to deliver responsive, high-quality service. Day-to-day responsibilities include analyzing customer feedback and service data, identifying areas for improvement, and implementing initiatives that enhance satisfaction and retention. The role collaborates with leadership across operations, marketing, and wellness services to align customer experience with company goals and brand standards. The Vice President also mentors and develops customer service leaders, establishes training programs, and ensures that customer interactions consistently reflect Peak Wellness and Recovery’s commitment to accessible, high-impact care.
Qualifications
Demonstrated expertise in Customer Service and Customer Experience, with a track record of leading high-performing service organizations. Strong focus on Customer Satisfaction, including experience designing and managing satisfaction and loyalty programs. Advanced Analytical Skills to interpret customer data, service metrics, and feedback for continuous improvement. Experience overseeing Contact Centers or distributed support teams, including workforce planning and performance management. Proven leadership skills, including strategic planning, cross-functional collaboration, and team development. Excellent communication and interpersonal skills, with the ability to influence stakeholders and represent the customer voice at the executive level. Background in wellness, healthcare, fitness, or related service industries is highly beneficial. Bachelor’s degree in business, communications, or a related field; advanced degree or equivalent leadership experience preferred. Comfort working in a remote environment, with strong organizational skills and proficiency in digital collaboration and CRM tools.